Consultant, Productivity Optimization

Lincoln Financial Group; Charlotte (NC); Hybrid; USD 69,000 - 125,000; Full time

Job summary

Lincoln Financial Group is seeking a Consultant for Productivity Optimization to enhance their Group Protection business. This role focuses on extracting insights from customer interactions using Verint Speech Analytics, driving process improvements, and optimizing the customer experience through data analysis and stakeholder collaboration.

Benefits

Leadership development opportunities

Tuition assistance program

Free financial counseling

Health coaching

Qualifications

• Bachelor's degree or equivalent experience.
• 3 - 5+ years Verint Speech Analytics experience.

Responsibilities

• Configure and maintain Verint Speech Analytics.
• Analyze speech data trends and derive actionable insights.
• Develop reporting dashboards and engage stakeholders.

Skills

Analytical skills

Problem-solving

Data visualization

Communication

Education

4 Year/Bachelor's degree

Tools

Verint Speech Analytics

Job description

Be Aware of Fraudulent Recruiting Activities: Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team [e-mail] if you encounter a recruiter or see a job opportunity that seems suspicious.

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Alternate Locations: Charlotte, NC (North Carolina); Omaha, NE (Nebraska); Work from Home

Work Arrangement:

Hybrid Preferred : Preferred employee will work 3 days a week in a Lincoln office

Relocation assistance:is not available for this opportunity.

Requisition #:74622

The Role at a Glance

We are excited to bring on a Consultant, Productivity Optimization to support the Group Protection business.

Background Details
As part of the Workforce Management team, the Productivity Optimization Consultant specializing in Verint Speech Analytics plays a critical role in unlocking actionable insights from customer interactions. This role supports the organization’s strategic goals by leveraging advanced speech analytics capabilities within Verint to identify trends, measure performance, and drive process improvements across the contact center. You will collaborate closely with cross-functional stakeholders including Quality, Operations, and Training to interpret data, influence decision-making, and provide data-driven insights to optimize the customer experience.

What you'll be doing

• Configure, tune, and maintain Verint Speech Analytics to ensure accurate capture, transcription, and categorization of customer interactions.
• Design, implement, and manage customer categories, business rules, and search queries to support evolving business needs.
• Analyze speech data to identify trends, call drivers, and emerging issues and opportunities for operational and customer experience improvements.
• Creates and maintains strong relationships with key stakeholders and business leaders to translate insights into actionable recommendations.
• Develop and deliver regular reporting and dashboards that highlight key findings and trends derived from speech analytics.
• Drive continuous improvement efforts by identifying gaps in existing processes and recommending automation or efficiency strategies.
• Support Quality Monitoring and Automated Quality Management (AQM) efforts through alignment with speech analytics tagging and evaluation process.
• Lead knowledge sharing sessions and training initiatives to build understanding and usage of speech analytics tools and outputs.
• Stay informed on best practices and industry trends in speech analytics, workforce optimization, and contact center performance.

What we’re looking for

Must-haves:
• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required
• 3 - 5+ years of hands-on experience with Verint Speech Analytics including category creation, rule configuration, and tuning for accuracy
• Strong analytical and problem-solving skills with the ability to translate large data sets into actionable insights
• Proficiency in data visualization and reporting
• Excellent communication skills to present findings clearly and effectively across various leadership levels

Nice-to-haves:
• Experience with Automated Quality Management (AQM) or integration between Speech Analytics and Quality Monitoring
• Familiarity with contact center telephony systems such as Five9, and how it interacts with Speech Analytics

Application Deadline

Applications will be accepted through June 13th, 2025, and posting may be taken down earlier due to applicant volume.

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What’s in it for you:

Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values andleadership attributes

Leadership development and virtual training opportunities

Free financial counseling, health coaching and employee assistance program

Tuition assistance program

Work arrangements that work for you

Effective productivity/technology tools and training

The pay range for this position is$69,000 - $124,600with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at [e-mail] if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

Lincoln Financial is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

This Employer Participates in E-Verify. See the E-Verify notices.