Sr. Insights Leader

Job Title : Sr. Insights Leader
Department : Etech Insights (EI)
Location : Nacogdoches

Our team is growing – but we are not adding members just to fulfill requests. We are searching for individuals who are ready to be a part of the next big thing and are excited about growing with our company! Leadership is anxiously waiting to cultivate and develop your skills and prepare you for the career journey of a lifetime.

Our focus is to create lasting impressions with each customer interaction. Reflect on the times you have been the customer and you left your experience feeling satisfied, appreciated and valued. Simply put – these are the experiences you will use to deliver world class results to our customer base.

If you consider yourself to be a team player, goal oriented, and possess a passion for helping others; apply to become a part of the Etech Global Services Team.

About Us:

Globally, we are over 3000 strong, and we are always searching for new team members which will offer fresh and innovative ideas and diverse approaches to everyday problem solving. Etech is governed by 12-character commitments: Integrity, Valuing People, Teamwork, Accountability, Communication, Vision, Adaptability, Humility, Creativity, Teachability, Positive Influence, and Courage. Together, these 12 commitments guide our workplace culture and set the tone for how we treat each other.

Visit us:

What We Offer:

  • Personalized Coaching and Specialized Training and Development Sessions
  • Competitive Salary and Compensation Incentives
  • Excellent Health, Vision and Dental Benefits
  • Tuition & Day Care Reimbursement
  • Company Match for 401K Contribution
  • Casual Dress Code
  • Community Involvement Opportunities
  • Paid Time Off Incentives
  • Rewards & Recognition for Stellar Performance
  • Bilingual Pay (If Hired for Bilingual Role)
  • Opportunities for Advancement (Over 90% of our promotions are internal)
  • Virtual Interviewing & Onboarding
  • Work from Home Opportunities

What You’ll Be Doing:

  • Overseeing the servicing of multiple clients
  • Coaching and developing leaders of leaders
  • Internal performance management
  • External client support
  • Coaching and development of  the workforce, including Insights Leaders (EI Account Leaders) and EI Project Leads
  • Interpretation and iteration of data
  • Use and oversight of speech analytics platforms
  • Monitoring and documenting new account developments, staff, and organizational changes
  • Client relationship management for several clients in multiple U.S. locations
  • Intake and reporting of new requests from the clients
  • Providing guidance to Account Leaders to tie EI reports to operational reports
  • Providing business intelligence report and distribution support (i.e. proofread, identify, and correct documents)
  • Anticipate and plan for requirements of tasks, execute tasks on time, and know when to ask for help
  • Using a working knowledge of artificial intelligence as a performance and quality management tool to interpret and translate data to clients and across teams to ensure analytical accuracy and fully fitted data
  • Proactively manage client performance and work with appropriate internal constituents to establish necessary steps to correct and improve results
  • Reviews Etech Insight team performance daily and ensures production goals are attained
  • Acts as quality Subject Matter Expert (SME) and interventionist for Etech Insights/Operations
  • Maintains regular client contact, solves complex issues, and anticipates and plans for the challenges involved in the business. Direct involvement/communication with the client and senior manager of the campaign
  • Ensures proper coordination between Operations and offshore EI team for new programs, dives into “code red” situations and works with every campaign at Etech to drive results through quality
  • Supervises, directs, coordinates, and evaluates operational performance as well as coaches, mentors, and develops leadership staff
  • Plans, assigns, and directs work as well as appraises performance, rewards and disciplines employees, addresses complaints, and resolves issues. Defines workgroup goals and establishes priorities and staff performance expectations
  • Must have strong analytical skills. Maintains, develops, and reports pertinent operational statistics, financial management information, and results
  • Constantly monitors processes and procedures for updates and improvement opportunities
  • Establishes clearly defined department and individual goals and objectives and communicates these to associates through department meetings, one on one meetings, and performance planning. Provides periodic performance feedback versus objectives and conducts annual performance reviews for direct reports
  • Assists in the development and implementation of policies and procedures
  • Provides continual communications to enhance services effectiveness in dealing with critical issues
  • Oversees implementation of the necessary programs, forecasting and planning at a departmental level, and communication of best practices to team
  • Possesses an expert level of understanding of, and ability to apply that knowledge to, excel, PowerPoint and MS Word. Power BI is a preferred qualification
  • Monitors script adherence, required elements of the call, and proper dispositions
  • Inspects and ensures a high quality of work, maintaining an industry standard of +/-5% accuracy in all output; is responsible for final inspection and principal analytics for clients served
  • Implement, evaluate, and maintain all quality control standards defined for applicable campaigns
  • Demonstrates excellent customer service skills with an emphasis on soft skills, customer-focused proactive resolution, and de-escalation tactics
  • Meets deadlines in a fast-paced work environment driven by software systems and processes
  • Performs ad hoc data analysis
  • Defines workroup goals
  • Conducts periodic performance reviews for clients
  • Ability to provide Business Intelligence from data analytics
  • Ability to travel between centers as necessary
  • Ability to work USA business hours (CST)

We Expect You To Have:

  • Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, PowerPoint and Outlook. Experience in tracking data
  • Experience in data modeling or any aspect of data science
  • Experience with R, Python, SQL, Apache Spark, or Power BI
  • Establish and maintain effective relationships with Data Scientists and Quality Analyst, effectively monitor, and evaluate job performance and coach and develop Data Scientists and Quality Analyst as needed; develop and maintain relationships with peers across departments; produce, collect, understand and present data derived from insights studies and measurement studies
  • Be a self-starter who excels at working independently within a diverse team environment
  • Travel between onshore sites
  • High School Diploma or GED required
  • Bachelor’s degree from a four-year college or university
  • 4 to 10 years related experience as the senior manager of a like size organization with equal support activities; or equivalent combination of education, training, and work experience
  • Has completed, or will complete within 60 days of hiring, an executive-level entry data science certification program
  • Certified Data Scientist or Recognized Data Expert strongly preferred
  • Excellent English language skills, both verbal and written
  • Ability to read, analyze, and interpret common industry and technical journals, financial reports, and legal documents
  • Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
  • Ability to write speeches and articles for publication that conform to prescribed style and format
  • Ability to effectively present information to top management, public groups, and/or boards of directors
  • Ability to work with mathematical concepts such as probability and statistical inference
  • Ability to apply concepts such as fractions and ratios to practical situations
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages
  • Ability to calculate ROI and deep analytics. Familiar with formal epicycle of analysis and call center key performance metrics
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
  • Must have the ability to articulate reasoning into analytical models
  • Certified Data Scientist or Recognized Data Specialist preferred, however not required
  • Valid driver’s license or other Government-issued photo ID

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