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Speech Analytics & Administration Manager - Taguig, 142k-151k

Anne Is Hiring
Makati, National Capital Region, Philippines
November 15, 2016

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 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.


Thank you!