Speech Analytics Program Manager I

Who We Are Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities.
At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.
We enjoy the important work we do every day in service to our members, partners, colleagues and communities.
To learn more about who we are at Point32Health, click here.
Job Summary The Program Manager I will take the lead in the data compilation, process mapping, and analysis of the customer experience across the call centers.
The Program Manager I will be responsible for the development and presentation of in-depth case studies on strategic business topics that directly relate to customer experience.
The focus of these studies will span all channels (Voice, eMail, Chat etc) as they relate to the contact center.
Studies should include analysis and recommendation of employee improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of our members and providers.
Key Responsibilities/Duties – what you will be doing Primary ownership and business management of the Speech and Text Analytics Application Solutions.
Report and audit process to be designed and maintained under this role.
Responsible for managing and conducting all phases of in-depth analysis: compilation, validation, analysis, and presentation.
Analyze, monitor, and report on new process or procedural enhancements to determine if desired impact to customer experience has been achieved.
Coordinates and facilitates management feedback sessions for the call center and other areas of the business based on relevance of the topic being presented Provide actionable data to various internal support groups as needed.
Utilize various software packages to extract, compile and present strategic recommendations in professional formats.
Maintain current on industry trends and benchmarking data within our market space Partner with key support groups within the contact center.
Work collaboratively with the Learning Group, Team Coaches, and call center management to develop training materials to positively impact customer and employee satisfaction.
Work with Cross Function teams as the call center business liaison.
Attend and work with the Project Management Office to identify, analyze and mitigate impact to the customer and call center proactively.
Collaborate with key areas to conduct process mapping when needed.
Identification of points of risk within the process and proactively recommend ways to improve process and mitigate points of risk.
Ad Hoc support for short term analysis or project as needed Qualifications – what you need to perform the job EDUCATION, CERTIFICATION AND LICENSURE: Bachelor’s Degree or equivalent relevant work experience is required EXPERIENCE (minimum years required): 1-3 years of health plan or program management experience with 3-5 years business/working experience (Call Center experienced preferred) Experience with Microsoft Office applications (including Access), Verint and Contact Center Manager Administration or similar systems is required.
Knowledge in Data statistics, Speech Analytics, Text Analytics and SSRS preferred Experience with Quality Assurance Monitoring, telephony such as Avaya AACC are preferred.
SKILL REQUIREMENTS: Thorough knowledge of operational processes, procedures, and systems Strong analytical and problem-solving skills.
Excellent oral, written, and interpersonal communication skills.
Strong ability to develop and communicate business analysis and recommendations to all levels of management within the organization.
Strong time management and prioritization skills.
Dedication to providing exceptional customer experience Demonstrated ability to work well in a team environment Compensation & Total Rewards Overview As part of our comprehensive total rewards program, colleagues are also eligible for variable pay.
Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company’s sole discretion, consistent with the law.
Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes: Medical, dental and vision coverage Retirement plans Paid time off Employer-paid life and disability insurance with additional buy-up coverage options Tuition program Well-being benefits Full suite of benefits to support career development, individual & family health, and financial health For more details on our total rewards programs, visit https://www.
point32health.
org/careers/benefits/ Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do—from product design to the workforce driving that innovation.
Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts.
Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent.
We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.