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. Thats 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:

• Bachelors degree in Data Science Statistics Computer Science or a related field. A Masters 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

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 candidates work experience education and training the work location as well as market and business considerations.

The GEICO Pledge:

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

Were an iconic brand that thrives on innovation exceeding our customers expectations and enabling our collective success. From day one youll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on peoples 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. Youll have access to industry leading training certification assistance career mentorship and coaching with supportive leaders at all levels.

Great Culture:We foster an inclusive culture of shared success rooted in integrity a bias for action and a winning mindset. Grounded by our core values we have an an established culture of caring inclusion and belonging that values different perspectives. Our teams are led by dynamic multi-faceted teams led by supportive leaders driven by performance excellence and unified under a shared purpose.

As part of our culture we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards:We offer compensation and benefits built to enhance your physical well-being mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your familys overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption 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.

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.