Omnichannel Data Optimization Analyst

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. 

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. 

When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers.

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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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.

 

The GEICO Pledge:

Great Company: At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their needs.

We’re an iconic brand that thrives on innovation, exceeding our customers’ expectations and enabling our collective success. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people’s lives.

Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind.  You’ll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.