Note: The job is a remote job and is open to candidates in USA. CareSource is dedicated to improving customer experience and is seeking a Manager for Speech Analytics and Insights. This role involves collaborating with the Service Excellence team to enhance customer interactions and leverage AI for actionable insights in the call center.
Responsibilities
- 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
Skills
- 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
- Proficiency in Microsoft Excel and PowerPoint is required
- Excellent communication and stakeholder engagement skills
- Strong ability to communicate and collaborate with stakeholders across different levels
- 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
- Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred
- Familiarity with creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred
Benefits
- 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.
Company Overview
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