Job Summary:The Manager, Speech Analytics and Insights collaborates with the Service Excellence team to continuously improve the experience for our customers (Member & Provider), driving innovation and efficiencies within the call center. They will play a key role in exploring and applying AI capabilities to improve how we collect, analyze, and act on customer insights.
Essential Functions:- Evolve our enterprise Voice of the Customer (VoC) and Customer Experience (CX) programs across all lines of business.
- Explore and experiment with new methods, tools and automation for gathering Member, Provider and Specialist sentiment to deliver actionable insights and optimize efficiencies.
- Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives.
- Define and prioritize the AI roadmap, in partnership with our Service Excellence leaders, for call center initiatives.
- Define success metrics, measure outcomes, and track AI initiative impact over time.
- Stay up to date on AI trends and emerging best practices for customer research, insight mining, and agent-based workflows.
- Manage call center analysis efforts, to identify current capabilities and opportunities for improvement, that drives measurement, prioritization and implementation of identified opportunities.
- Outline a strategy for aggregating complex data to create compelling visual stories, taking into consideration market-specific nuances, using PowerPoint charts, dashboards and presentations with clear and actionable insights that influence executive decision-making.
- Prepare stakeholder briefing materials, demos, and use case summaries.
- Act as the liaison, and manage the relationship, with our call monitoring vendor to ensure we’re receiving the maximum benefits from the tool.
- Lead and mentor Voice of the Customer Insights Analysts.
- Perform any other job related duties as requested.
Education and Experience:- Bachelor's degree in Marketing, Business, Communications, a health care field, or other related field required
- Equivalent years of relevant work experience may be accepted in lieu of required education
- Five (5) years Customer service experience related to healthcare payer dealing with both members and providers required
- Three (3) years Leadership experience required
Competencies, Knowledge and Skills:- Proficiency in Microsoft Excel and PowerPoint is required
- Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred
- Excellent communication and stakeholder engagement skills
- Strong ability to communicate and collaborate with stakeholders across different levels
- Familiarity with creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred
- Ability to analyze processes and produce recommendations for improvements
- Ability to develop, prioritize, accomplish goals and the capability to work independently
- Ability to keep current on technologies through self-directed learning
- Excellent written and verbal communication skills, with a high level of attention to detail
- Strong leadership, interpersonal and active listening skills
- Proven ability to coach and inspire direct reports to achieve required goals and key performance indicators
Licensure and Certification:Working Conditions:- General office environment; may be required to sit or stand for extended periods of time
- Ability to travel as required by the needs of the business.
Compensation Range:
$83,000.00 - $132,800.00
CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.
Compensation Type (hourly/salary):
Salary
Organization Level Competencies
This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.
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