Omnichannel Data Optimization Analyst
About The Position
Why Join GEICO? 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 on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. 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.
Requirements
- Minimum of 5 years, preferred 8 years, though a Master’s could be used for 2 of those years
- Demonstrated proficiency in call center analytics.
- Advanced knowledge of SQL for data analysis and manipulation.
- Expertise in Power BI for data visualization and reporting.
- Expertise in data measurement techniques and best practices.
- Familiarity with structured and unstructured data, ETL processes, schemas, and data analysis.
- Bachelor's degree in Data Science, Statistics, Computer Science, or a related quantitative 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
- A Master's degree is preferred and can be used in lieu of 2 years’ experience.
- Experience in IVR analysis and performance measurement.
- Proficiency in SQL, Power BI, and Python for advanced data analysis and insights.
- Analytical leadership abilities to guide and mentor team members.
- Six Sigma certification or experience in process improvement methodologies.
Responsibilities
- Analyze IVR and call center data to identify the primary drivers of inbound calls for self-service opportunities.
- Develop strategies for addressing top call drivers to improve IVR efficiency, customer satisfaction, and measurable call reduction to the contact centers.
- Design and implement metrics and dashboards to measure inbound call intents, IVR self-service / containment completion rates, and callback analysis.
- Evaluate Interactive Voice Response (IVR) performance and identify gaps for improvement.
- Provide root-cause insights to enhance IVR systems and processes to Product and Engineering partners.
- Collaborate with the AWS cloud call center project team and other IVR platforms for data integration.
- Provide data-driven insights to facilitate the migration of new IVR metrics (e.g., AWS, Snowflake, Power BI, Sierra).
- Ensure seamless transition and integration of call center operations to the AWS platform.
- Uses AI-enabled natural language queries to uncover hidden trends in data.
Benefits
- Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
