Key Responsibilities:
Identify Top Call Drivers to Automate:
Analyze call center data to identify the primary drivers of inbound calls.
Develop strategies for automating top call drivers to improve efficiency and customer satisfaction.
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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Benefits:
As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:
Premier Medical, Dental and Vision Insurance with no waiting period**Paid Vacation, Sick and Parental Leave401(k) PlanTuition ReimbursementPaid Training and Licensures*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.
GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.