Regions Bank · 1 day ago
Contact Center Speech Analytics Program Leader
Houston, TX
Full-time
Onsite
Mid, Senior Level
$81K/yr - $107K/yr
5+ years expRegions Bank is dedicated to providing a place where associates can build a career and expect opportunities. The Contact Center Speech Analytics Program Leader will design, implement, and oversee strategic programs at the corporate level, managing logistics, communications, and metrics while collaborating with multi-disciplinary teams to achieve desired outcomes.
BankingInsurance
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
Qualification
Required
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
Hands-on experience with NICE/Nexidia speech analytics tools or similar platforms
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)
Proven ability of leading and influencing cross functional teams
Strong written and verbal communication skills, including ability to interact with senior business leaders
Preferred
Master's degree in a related field
Project Management Professional (PMP) certification or related certification
Supervisory or managerial experience
Nexidia, CallMiner, or similar tool certification is a plus
Benefits
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
Company
Regions Bank
Regions Financial Corporation is a member of the S&P 500 Index and is one of the nation’s largest full-service providers of consumer and commercial banking, wealth management, and mortgage products and services.
10001+ employees
H1B Sponsorship
Regions Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (37)
2024 (40)
2023 (41)
2022 (42)
2021 (32)
2020 (30)
Funding
Current Stage
Late StageTotal Funding
unknown2018-04-06Acquired
Leadership Team
Brian Happel
Executive Vice President and Fort Worth Market CEO
Daniel Hobbs
Executive Vice President, Head of Corporate Finance and Business Lines CFO
Recent News
2024-04-30
Business Journals
2024-04-28
Company data provided by crunchbase