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SalaryAt Geico, our success is no secret - it's the result of investing in exceptional individuals. We are looking to hire a highly motivated Contact Center Ops Analysis Director to direct and oversee GEICO’s Business Intelligence strategies. In this role you will lead a high-performance team, collaborate with cross-functional operations teams to identify efficiencies, understand root cause of defects, and recommend actions to drive efficiencies and improved customer service. You will facilitate the analysis of data and coordinate with decision makers in the operations to ensure that information gathering, and analysis support the overall development of business strategies.
This is an exciting opportunity to be a driving force in shaping our operations data strategy and create more robust operations insights through effective collaboration. If you're a dynamic problem-solver who excels at driving data-based insights while fostering relationships and collaboration across the operation, we want you on our team!
Responsibilities:
- Identify Operations savings and improvement opportunities, package insights in a compelling way that motivates Operations leaders to act.
- Collaborate with Operations leaders and ensures business needs are translated into insights/ research requirements.
- Lead a high performing team of Operations Analysts.
- Ensure the team obtains and maintains access to structured, valid sources of Operations data at the Enterprise level.
- Help launch programs that establish a culture of improving efficiency and share consumer feedback, help guide process improvement, product, and service offerings.
- Participate in the design and implementation of performance standards.
- Collaborate with Contact Center leadership on reporting and dashboards to drive meaningful performance data insights.
- Use KPI data to compile and track performance at both the team and individual levels·
- Collaborate with the Contact Center Leadership and Training partners to evaluate current and ongoing training needs based on contact monitoring data.
- Work in conjunction with Contact Center Supervisors to provide data for scorecard meetings.
- Share trend data and solutions regarding customer needs, quality standards, and coaching opportunities with the customer service leadership team to improve the overall quality of contacts.·
- Organize and direct focus groups to solicit feedback from customer service representatives.
Qualifications:
- BA/BS or MS required in Computer Science, Statistics, Analytics, Finance, Operations Research, Economics, Mathematics or related field
- Minimum of 10 years of experience in data leadership and leading teams in a Contact Center Operations environment
- Ability to evaluate Contact Center processes, make recommendations on how to improve, and measure success.
- Strong knowledge of Microsoft Power BI, Snowflake, Power Apps and Power Automate
- The ability to develop data extract, transform and load (ETL) processes.
- Must be able to follow complex instructions, resolve conflicts or facilitate conflict resolution, and have strong organization/priority setting skills.
- Must be able to learn and apply large amounts of technical and procedural information and follow processes that have been published.
- Must be able to communicate in a clear, concise, professional oral or written manner, to be understood by customers, clients, co-workers and other employees of the organization.
- Must be able to perform under pressure and stressful situations.
- Must be able to concentrate and demonstrate a capacity for learning technical concepts and adapting to new technologies quickly.
Location: This position is a hybrid role, and starting January 1, 2024, it's required to be on-site 3 days per week at one of the following office locations: Chevy Chase, MD, Dallas, TX, San Diego, CA, Lakeland, FL.
Benefits
As an Associate, you’ll enjoy our
Total Rewards Program
- to help secure your financial future and preserve your health and well-being, including:
- Premier Medical, Dental and Vision Insurance with no waiting period**
- Paid vacation, Sick and Parental Leave
- 401(k) Plan
- Tuition Reimbursement
- Paid Training and Licensures
- Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
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.
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 candidate’s work experience, education and training, the work location as well as market and business considerations.
At this time, GEICO will not sponsor a new applicant for employment authorization for this position.
Benefits:
As an Associate, you’ll enjoy our
Total Rewards Program
- to help secure your financial future and preserve your health and well-being, including:
- Premier Medical, Dental and Vision Insurance with no waiting period**
- Paid Vacation, Sick and Parental Leave
- 401(k) Plan
- Tuition Reimbursement
- Paid Training and Licensures
- Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
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.
