Omnichannel Data Optimization Analyst

Key Responsibilities

• Identify Top Call Drivers for IVR Self‑Service:
  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.
• Create Metrics and Dashboards:
  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, providing root‑cause insights to enhance IVR systems and processes for Product and Engineering partners.
• Support AWS IVR Migration and Optimization:
  Collaborate with the AWS cloud call center project team and other IVR platforms for data integration, providing data‑driven insights to facilitate the migration of new IVR metrics (e.g., AWS, Snowflake, Power BI, Sierra) and ensuring seamless transition and integration of call center operations to the AWS platform.
• Use AI‑enabled natural language queries to uncover hidden trends in data.

• Minimum of 5 years of experience (preferred 8 years); a Master’s degree can be used for 2 of those years.
• Proficiency in call center analytics, SQL, Power BI, and data measurement techniques.
• Experience with structured and unstructured data, ETL processes, schemas, and data analysis.

• A Master’s degree (can count as 2 years of experience).
• Experience in IVR analysis and performance measurement.
• Proficiency in SQL, Power BI, and Python for advanced data analysis and insights.
• Analytical leadership to guide and mentor team members.
• Six Sigma certification or experience in process improvement methodologies.

• 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.

• Ownership:
  Owns outcomes, anticipates risks, follows through, and learns from misses.
• Adaptability:
  Navigates changing priorities and ambiguity with resilience; continuously learns and adjusts based on new information and feedback.
• Collaboration:
  
  Partners across teams to deliver shared outcomes, communicates clearly, integrates perspectives, and prioritizes enterprise results.
• Leading Self & Influencing Others:
  Leads through expertise and example; uses data and judgment to influence; supports peers and seeks/applies feedback.
• Driving Value:
  Focuses effort on measurable customer and business impact; simplifies, automates where possible, and manages cost/risk/return on effort.

Hybrid – two days a week in the GEICO Richardson, TX office.

Annual Salary $71,750.00 – $. 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, including the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location, and market and business considerations.

GEICO will not sponsor a new applicant for employment authorization for this position.

Comprehensive benefits package, including health insurance, retirement plans, and paid time off.

The GEICO Companies provide 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.