Key Responsibilities:
Identify Top Call Drivers to Automate:
Create Metrics and Dashboards:
Design and implement metrics and dashboards to measure inbound call types.
Evaluate Interactive Voice Response (IVR) performance and identify gaps for improvement.
Provide actionable insights to enhance IVR systems and processes.
Support AWS Cloud Call Center Migration:
Collaborate with the AWS cloud call center project team.
Provide data-driven insights to facilitate the migration from Nuance to AWS.
Ensure seamless transition and integration of call center operations to the AWS platform.
Technical Skills Required:
Demonstrated proficiency in call center analytics.
Expertise in Power BI for data visualization and reporting.
Advanced knowledge of SAS and SQL for data analysis and manipulation.
Experience in IVR analysis and performance measurement.
Familiarity with Nuance data, ETL processes, and data analysis.
Preferred Skills:
Proficiency in Python for advanced data analysis and automation.
Strong leadership abilities to guide and mentor team members.
Six Sigma certification or experience in process improvement methodologies.
Expertise in data measurement techniques and best practices.
Qualifications:
Bachelor's degree in Data Science, Statistics, Computer Science, or a related field. A Master's degree is preferred.
Minimum of 5 years of experience in call center data analysis or a related role.
Proven track record of identifying and implementing process improvements in call center operations.
Excellent analytical, problem-solving, and decision-making skills.
Strong communication skills, with the ability to convey complex data insights to non-technical stakeholders.
Why Join Us?
Opportunity to make a significant impact on the efficiency and effectiveness of our call center operations.
Collaborative and innovative work environment with opportunities for professional growth and development.
Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
Position is hybrid- three days a week in office at the Richardson, TX location.
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Annual Salary
$71,750.00 - $141,450.00
The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.
GEICO will consider sponsoring a new qualified applicant for employment authorization for this position.
