Contact Center Speech Analytics Program Leader

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored in accordance with regulatory requirements and in conjunction with Regions' Retention Schedule for a minimum of three years. You may review, modify, or update your information by visiting and logging into the careers section of the system.

Job Description :

At Regions, the Program Manager will design, implement, and oversee ongoing program(s) and strategic projects at the corporate level for single or multiple business units.

Primary Responsibilities

Supports, designs and implements key program(s) across Regions

Manages logistics, communications, marketing, and metrics for the program(s) managed

Assembles teams, assigns responsibilities, develops schedules, and determines and acquires resources

Serves as liaison between project team and functional area

Develops and manages overall plans to ensure work is assigned and completed on time

Maintains ownership during all phases of a program to ensure projects within are executed according to plans

Partners with multi-disciplinary teams across the organization to achieve desired outcomes

Serves as a member of a collaborative work team to create informative and entertaining programs of excellence

Measures, manages, and aims to improve program experience against metrics

Maintains professional knowledge of program standards and trends by attending seminars, consulting with other program professionals and reading trade publications

May work with sponsors and functional owners to organize and lead the implementation of process improvement initiatives

May serve as subject matter expert, point of contact and / or lead on related programs and special projects

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

Bachelor's degree in Business Management, or related field

Five (5) years of experience

Experience in leading a small team and / or vendor relationships and the ability to lead a team comprised of various project managers, analyst, and / or vendors as required for larger initiatives

Preferences

Master's degree in a related field

Project Management Professional (PMP) certification or related certification

Supervisory or managerial experience

Skills and Competencies

Advanced concepts, practices, and procedures for analyzing business processes

Highly motivated with minimal need for direct supervision

Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)

Proven ability of leading and influencing cross functional teams

Strong written and verbal communication skills, including ability to interact with senior business leaders

Program Leader

Hands-on experience with NICE / Nexidia speech analytics tools or similar platforms (required)

Advanced proficiency with Microsoft Excel and PowerPoint for analysis and executive reporting

Strong background in contact center operations, data analysis, and customer experience metrics (VOC, CSAT, KDS)

Nexidia, CallMiner, or similar tool certification is a plus.

Position Type

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include : experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target : Minimum :

$80,746.60 USD

Median : $106,940.00 USD

Incentive Pay Plans :

This job may participate in an annual discretionary bonus plan.

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. () Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

Paid Vacation / Sick Time

401K with Company Match

Medical, Dental and Vision Benefits

Disability Benefits

Health Savings Account

Flexible Spending Account

Life Insurance

Parental Leave

Employee Assistance Program

Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions' benefits, please click or copy the link below to your browser.

Location Details

Riverchase Operations Center

Location : Hoover, Alabama

Equal Opportunity Employer / including Disabled / Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.