Team Leader - Voice Analytics
Edward Jones
Team Overview:The Team Leader of Voice Analytics is responsible for leading a team of 5 to 8 analytics professionals focused on transforming contact center, service, and customer interaction data into actionable business insights. The team leverages NiCE CXone Empower, NIA (NiCE Interaction Analytics), Speech Analytics, Quality Management, Performance Management, Salesforce, ServiceNow, and related platforms to improve client, branch, and contact center experiences.
What You'll Do
- This leader is accountable for the full analytics lifecycle, from data acquisition and integration through insight generation, recommendations, operationalization, and value realization. The team analyzes voice, chat, case, routing, virtual agent, and agent performance data to identify opportunities to improve service experiences, reduce effort, optimize routing, increase self-service containment, and determine the most appropriate interactions for virtual agents versus human-assisted service.
- The Team Leader sets the vision and strategy for contact center analytics, customer interaction intelligence, and AI-driven service optimization.
- Provide leadership during high-impact incidents; remove blockers, manage escalations, and maintain strong alignment with senior leaders, peer Team Leaders, and partner teams.
- Lead a high-performing, multi-time-zone team of associates and contractors; foster a culture of accountability, transparency, and resilience through regular 1:1s, coaching, development plans, and performance reviews (SMART goals, annual evaluations).
- Establishing Agile delivery practices, roadmaps, backlogs, and iterative delivery approaches.
- Build a culture of curiosity, experimentation, accountability, and continuous improvement.