Omnichannel Data Optimization Analyst

GEICO•Bethesda, MD

1d•$71,750 - $141,450•Hybrid

About The Position

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.

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.
A Master's degree is preferred.

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.