Manager, Speech Analytics

6 months ago

Toronto, Canada BMO Financial Group Full time

33 Dundas Street West Toronto Ontario,M5G 3C2

As a Speech Analytics Manager specializing in call center with expertise in Speech-to-Text analysis, you will lead a team of analysts in extracting valuable insights from customer interactions to optimize operational efficiency and enhance customer experience. Your leadership will be instrumental in guiding the team towards actionable recommendations that improve call center performance, drive strategic decision-making processes, and elevate overall customer satisfaction.

**Key Responsibilities**:
**Team Leadership and Development**:

- Lead and mentor a team of data analysts specializing in call center operations and speech-to-text analysis.
- Provide guidance, coaching, and training to foster professional growth and enhance technical skills within the team.
- Set clear objectives, priorities, and performance expectations to ensure alignment with organizational goals.

**Speech-to-Text Analysis**:

- Develop and implement advanced algorithms and methodologies for speech-to-text analysis to extract valuable insights from customer interactions.
- Integrate speech analytics solutions with existing call center data to automate data processing and insights generation
- Lead efforts to continuously enhance speech-to-text analysis methodologies, exploring new techniques and technologies to improve accuracy and efficiency

**Data Collection and Preparation**:

- Oversee the collection, organization, and preprocessing of large datasets from call center logs and speech transcripts.
- Ensure data quality and integrity throughout the data preparation process, implementing robust validation and cleaning procedures.

**Data Analysis and Interpretation**:

- Lead the team in conducting comprehensive analysis of call center metrics and speech-to-text insights.
- Identify key drivers and trends impacting call center efficiency and customer satisfaction.
- Translate complex data findings into actionable insights and strategic recommendations for stakeholders.

**Reporting and Visualization**:

- Oversee the development of customized reports, dashboards, and data visualizations to communicate insights effectively to stakeholders.
- Ensure that reports and dashboards are tailored to the specific needs of different teams and departments, providing relevant and actionable information.

**Performance Monitoring and Optimization**:

- Monitor and evaluate ongoing call center operations and speech-to-text analysis performance against predefined KPIs and targets.
- Collaborate with stakeholders to identify opportunities for process improvements and operational optimization based on data-driven insights.

**Qualifications**:

- Bachelor's degree in Mathematics, Statistics, Computer Science, Economics, or a related field. Advanced degree preferred.
- Proven experience in data analysis, preferably in a call center environment, with a focus on speech-to-text analysis.
- Demonstrated leadership experience, with a track record of successfully managing and developing teams.
- Strong proficiency in data manipulation and analysis using tools such as SQL, SAS, or similar.
- Knowledgeable in speech-to-text analysis techniques and natural language processing (NLP) methodologies.
- Experience with data visualization tools such as Power BI
- Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical audiences.
- Detail-oriented mindset with a focus on accuracy and precision.
- Ability to work independently as well as collaboratively in a fast-paced, dynamic environment.
- Familiarity with call center software, processes, KPIs, and CRM systems is a plus.

**Compensation and Benefits**:
$68,000.00 - $126,000.00

**Pay Type**:
Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

**We’re here to help**

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain va

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