Location Designation: Hybrid
When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.
GBS
Alternate locations: Philadelphia, PA (Pennsylvania); Plano, TX (Texas); Tampa, FL (Florida)
This position primarily involves a hybrid work schedule – working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.
This role is responsible for leadership, strategy, and planning for customer engagement technologies and tools that support our goal of achieving service excellence. The leader will collaborate across operational teams, leveraging existing and new sources of data to provide insights needed within operations teams to serve customers efficiently and effectively. The leader will manage a team responsible for collecting data from calls, emails, and chats and from desktop activities. This leader will work closely with other leaders across service, claims, IT, and strategy to support and implement high-quality, data-driven decisions. The team will apply their knowledge of data analysis to solving real-world problems faced by our company and finding opportunities for improvement of service delivery.
Responsibilities:
- Lead cross-functional projects using advanced customer engagement tools and techniques including the Verint suite of Speech, Text, and data process analytics to discover insights that will guide strategic decisions and uncover optimization opportunities.
- Build and maintain service insights dashboards and performance metrics that illustrate opportunities and the resulting actions/value.
- Design and build the operations insights roadmap, governance process, and execution plan for the business related to customer engagement technologies.
- Lead the administration of domain specific technology tools and related vendor relationships.
- Oversee the design and delivery of reports and insights that assess business functions and key operations and performance metrics.
- Recruit, train, develop and supervise analyst-level employees.
- Ensure accuracy of data and deliverables of reporting employees with comprehensive policies and processes.
- Examine, interpret and report results of analytical initiatives to stakeholder
- Organize and drive successful completion of service insight initiatives through effective management of analyst and data employees and effective collaboration with stakeholders.
Qualifications:
- Previous experience in mid- to large-size contact centers with analytical capacity with measurable impacts.
- Bachelor’s Degree required, Master’s degree preferred; Degree in Statistics or Linguistics preferred
- Must be proficient in MS Excel and have a solid background in all MS Office products
- Speech Analytics platform proficiency required
- Tableau or similar BI tools experience preferred
- SQL experience preferred
- Strong leadership skills with the ability to influence effectively to drive desired performance
- Results oriented individual who understands how their activities are impacting organizational performance objectives
- Comfortable in a fast-paced, constantly changing team-oriented environment
- Highly effective communicator, excellent written, verbal, and interpersonal communication skills.
- Comfortable with speaking to internal and external partners at all levels.
- Able to effectively communicate complex subject matter to non-technical audiences.
- Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines
- Ability to work well and accept challenges in a fast-paced, dynamic organization
- A champion of new ideas
- Strength in working on self-managed projects in conjunction with other departments
This position primarily involves a hybrid work schedule – working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.
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Salary range: $95,000-$145,000
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.
Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We’re proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.
Job Requisition ID: 88527