Key Responsibilities:- Identify Top Call Drivers for IVR Self-Service:
- Analyze IVR and call center data to identify the primary drivers of inbound calls for self-service opportunities. Develop strategies for addressing top call drivers to improve IVR efficiency, customer satisfaction, and measurable call reduction to the contact centers.
- Create Metrics and Dashboards:
- Design and implement metrics and dashboards to measure inbound call intents, IVR self-service / containment completion rates, and callback analysis.
- Evaluate Interactive Voice Response (IVR) performance and identify gaps for improvement.
- Provide root-cause insights to enhance IVR systems and processes to Product and Engineering partners.
- Support AWS IVR Migration and Optimization:
- Collaborate with the AWS cloud call center project team and other IVR platforms for data integration
- Provide data-driven insights to facilitate the migration of new IVR metrics (e.g., AWS, Snowflake, Power BI, Sierra).
- Ensure seamless transition and integration of call center operations to the AWS platform.
- Uses AI-enabled natural language queries to uncover hidden trends in data.
Technical Skills Required:- Minimum of 5 years, preferred 8 years, though a Master's could be used for 2 of those years
- Demonstrated proficiency in call center analytics.
- Advanced knowledge of SQL for data analysis and manipulation.
- Expertise in Power BI for data visualization and reporting.
- Expertise in data measurement techniques and best practices.
- Familiarity with structured and unstructured data, ETL processes, schemas, and data analysis.
Preferred Skills:- A Master's degree is preferred and can be used in lieu of 2 years' experience.
- Experience in IVR analysis and performance measurement.
- Proficiency in SQL, Power BI, and Python for advanced data analysis and insights.
- Analytical leadership abilities to guide and mentor team members.
- Six Sigma certification or experience in process improvement methodologies.
Qualifications:- Bachelor's degree in Data Science, Statistics, Computer Science, or a related quantitative field.
- 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.
Leadership Behaviors (Individual Contributors)All salaried individual contributors are expected to demonstrate the following leadership behaviors in how work is delivered and measured, regardless of title.
- Ownership: Owns outcomes (not just tasks); anticipates risks, follows through, and learns from misses.
- Adaptability: Navigates changing priorities and ambiguity with resilience; continuously learns and adjusts based on new information and feedback.
- Collaboration: Partners across teams to deliver shared outcomes; communicates clearly, integrates perspectives, and prioritizes enterprise results.
- Leading Self & Influencing Others: Leads through expertise and example; uses data and judgment to influence; supports peers; and seeks/applies feedback.
- Driving Value: Focuses effort on measurable customer and business impact; simplifies, automates where possible, and manages cost/risk/return on effort.
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-two days a week in the GEICO Richardson, TX office.
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.
At this time, GEICO will not sponsor a new applicant for employment authorization for this position.
