Omnichannel Data Optimization Analyst

$70,000 - $138,000/Yr

Geico - Richardson, TX

Full-time - Mid Level

Hybrid - Richardson, TX

Insurance Carriers and Related Activities

About the position

The position focuses on enhancing call center operations through data analysis and automation. The role involves identifying key drivers of inbound calls, developing strategies for automation, and supporting the migration of call center operations to the AWS platform. The candidate will also design metrics and dashboards to evaluate performance and provide actionable insights to improve customer satisfaction and operational efficiency.

Responsibilities

• 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.
• 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.
• 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.

Requirements

• 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.
• Bachelor's degree in Data Science, Statistics, Computer Science, or a related 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.

Nice-to-haves

• 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.

Benefits

• Premier Medical, Dental and Vision Insurance with no waiting period.
• Paid Vacation, Sick and Parental Leave.
• 401(k) Plan.
• Tuition Reimbursement.
• Paid Training and Licensures.