Speech Analytics & Administration Manager - Taguig, 142k-151k
(Salary Php 142,525 to Php 151,050)
Overview of Responsibilities:
The Speech Analytics & Administration manager will lead a team which is an integral part of the speech program.
The manager will be responsible for supporting customers throughout Home Lending
across 11 lines of business with 30,000+ employees.
Matrix management responsibilities will also be a big part of the role with a requirement to influence/partner with leaders in Enterprise Technology,
Project Management, Compliance, Legal, Risk, QA, procedures and staff across all LOBs.
The manager will have a complete understanding of the speech/workforce hierarchy administration,
speech data gathering through call listening, and managing accurate system profiles across a wide array of distributed contact centers.
The manager will also be accountable for developing inspection processes to ensure data entry is timely, accurate, and precise.
Finally, he/she will develop and manage system administration governance standards to be applied to our technology operations team for consistency and continuity of data integrity.
-Required Qualifications: 5+ years of call center planning and analysis experience
-5+ years of management experience
-3+ years of reporting experience
-Background in call recording/hierarchy administration or system administration
-Demonstrated experience in supporting a large distributed group of contact centers in reporting, analysis and system support
-Strong technical skills with background in NICE, Verint, Matter site or other workforce management/speech analytics/call recording platforms
-Management experience as a leader, facilitator, and developer of high performing team members
-Advanced Microsoft Office skills
-Ability to navigate multiple computer systems, applications, and utilize search tools to find information
-Call center, telephony, or workforce management experience
-Exposure to U.S. lending or financial industry (Preferred mortgage background)
How to apply?
Send your CV at email@example.com or contact me at 0905-561-1956
Kindly indicate in the subject line the position you are applying for.
And make a 3-4 sentences of the summary of your qualifications.
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