Customer Interaction Analytics

Responsibilities: 

1. Manage staff. Provides guidance, training, and motivation as necessary to develop staff. Hires, evaluates, and counsels crew. Follows corporate disciplinary procedures per established Vanguard standards as required. Sets performance standards, reviews performance, provides feedback, and recommends wage increases in accordance with all applicable Human Resources policies and procedures. 

2. Keeps up to date on transformation capabilities. Informing key business partners of opportunities for improvement and progresses necessary teams to future state. 

3. Ensure staffing plans address the flexibility required to manage volume spikes and market dips. 

4. Maintains strong expertise of Genesys & industry standards for Speech/Text analytics capabilities, and how to best leverage within Self Directed service + operations organizations.

5. Coordinates and manages requests and workflow of the STA team from wide variety of business partners, including staying up to date on internal and external impacts to the larger operation as relevant. 

6. Partners cross functionally with S&OE/BR, CCE, Product, and other stakeholders to align goals and how the STA team can best drive adoption of this new capability and support with actionable insights. 

7. Leads a range of STA project deliverables, including both intraday requests as well as longer term initiatives.   

8. Engages with a wide range of stakeholders including both different functional skill sets as well as different levels of organization. 

9. Participates in special projects and performs other duties as assigned, including potential complex projects.      

Qualifications: 

• Minimum of five years related work experience in the Financial Services industry. Supervisory experience preferred. 

• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred. 

• Strong written and verbal communication skills, client relationship management, and time management. 

• Strong quantitative and technical aptitude. 

• Able to interact with and influence with all levels of management. 

• Strong knowledge of PowerPoint and Excel. 

• Excellent written and verbal communication skills. 

• Flexibility, adaptability, and creativity required. 

Special Factors

Sponsorship

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.