Senior CCS Analyst
GEICO
full-time
Posted on:
Location Type: Hybrid
Location: Fredericksburg • Florida, New York, Texas, Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $73,800 - $141,450 per year
Job Level
Senior
Tech Stack
AzureCloudSplunkSQL
About the role
- Forge strong relationships with cross-functional teams to ensure our omni-channel routing solutions are aligned with GEICO's strategic objectives.
- Collaborate extensively with engineering teams, product, and business units to innovate and enhance the contact center experience for associates and customers, utilizing the Amazon Connect platform.
- Implement and monitor OKRs and KPIs to measure the effectiveness of the omni-channel routing platform and drive continuous improvement in delivering customer service.
- Lead the full lifecycle of the omni-channel routing products by LOB, from concept through implementation, partnering with business and engineering to develop requirements and roadmap prioritization.
- Understand customer/business needs and market trends, gathering feedback to drive proactive product improvements and innovations.
- Utilize data analytics to inform decision-making, generate operational business insights, and ensure alignment with business goals and customer needs.
Requirements
- 2+ years of experience in product or program management, or similar role, with demonstrated success delivering enterprise-scale contact center solutions.
- Deep understanding of contact center operations, technologies, and key performance metrics.
- Proven experience with cloud-based contact center platforms and related technologies.
- Strong analytical and problem-solving abilities with a data-driven approach to decision-making (PowerBI, SQL, Snowflake, Splunk, Cloudwatch, Titan).
- Experience with agile development methodologies and related tools (Azure DevOps).
- Experience with UI/UX design and tools (Figma, Visio).
- Excellent communication and presentation skills, with ability to influence at all levels of the organization.
- Understanding of contact center security, compliance, and regulatory requirements.
Benefits
- Opportunity to work with cutting-edge technologies and innovative projects.
- Collaborative and inclusive work environment.
- Competitive salary and benefits package.
- Career growth and development opportunities.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
product managementprogram managementdata analyticscloud-based contact center solutionsagile development methodologiesUI/UX designOKRsKPIsSQLPowerBI
Soft skills
analytical abilitiesproblem-solvingcommunication skillspresentation skillsinfluencing skills