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.

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.
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.
Proficiency in Python for advanced data analysis and automation preferred.
Strong leadership abilities to guide and mentor team members preferred.
Six Sigma certification or experience in process improvement methodologies preferred.
Excellent analytical, problem-solving, and decision-making skills.
Strong communication skills, with the ability to convey complex data insights to non-technical stakeholders.

Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
401K savings plan vested from day one that offers a 6% match.
Performance and recognition-based incentives.
Tuition assistance.
Supports flexibility
We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

Omnichannel Data Optimization Analyst

Key skills