Sr. Supervisor Interaction & Speech Analyst (Manila or Cebu)

at  ContactPoint 360

WHO WE ARE:

Welcome to ContactPoint 360, the world’s fastest-growing global BPO.
At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines.
Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.
At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.
We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

KEY REQUIREMENTS:

• In-Depth knowledge of contact centre and speech technology solutions including contact centre ACD platforms, cloud computing and customer engagement solutions including IVR, omni-channel engagement, and speech analytics powered by AI/ML.
• Adept at using Speech Analytics technology (such as; Observe.AI, Uniphore, Call miner, Verint etc.) solutions to business challenges.
• Ability to demonstrate outstanding interpersonal and communication skills with the ability to communicate across various levels of associates within a highly matrixed organization
• Validated ability to work efficiently in a team setting as well as independently
• Ability to work in a fast-paced environment and manage multiple projects simultaneously.
• Excellent analytical skills, with the ability to interpret complex data, identify trends, and recommend actionable insights.
• Bachelor’s degree in Business, Communications, Computer Science, or a related field preffered.

OUR PURPOSE:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.
Check out our YouTube video: https://www.youtube.com/watch?v=AsPjX-5uyQQ

JOB SUMMARY PURPOSE:

The Sr. Supervisor Interaction & Speech Analyst will work closely with Clients and Sr. Leaders to understand business priorities and opportunities, and driving process improvements and transformation for impactful change. Help identify opportunities, overcome challenges, and drive continuous improvement.

KEY RESPONSIBILITIES:

• Interact with Clients and Sr. Leaders for understanding Key business Priorities and Opportunity identification.
• Direct the identification of gaps and Transformation improvements in the various processes
• Demonstrate the ability to understand and be conversant about our company and articulate the distinct aspects and value of our products and solutions.
• Creating complex queries with the use of NLP and recognizing speech pattern to capture key behavior, metric, compliance that business would want to automate or get insights on.
• Change management for QA team. Undergoing full automation for accounts and helping OPS and QA to adapt new process.
• Develop and Execute Key Process Excellence, Automation & Digital Transformational Project Roadmaps for the aligned businesses to deliver contractual/non contractual productivity, customer experience and other P&L impacts, as agreed with the business
• Provide innovative leadership driving quality performance, automation projects (Quality Automation and other Operational Needs)
• Ensure the use of problem solving and root cause analysis where necessary
• Lead Value stream Mapping and Problem Solving & Ideation Workouts with the aligned businesses
• Monitor & audit the deployed processes for effectiveness & efficiency
• Responsible for leading Process & Digital Ideation events and setting up Visual Management of dashboards & metrics
• Responsible for generating business impact for the clients using the CI methodologies and frameworks
• Be the cultural change agent, Drive robust governance with stakeholders & Risk Assessments
• Collaborate with various departments, offshore/onshore support personnel, and vendors to meet business needs