Omnichannel Data Optimization Analyst

GEICO

Omnichannel Data Optimization Analyst at GEICO analyzing call center data and developing automation strategies for improved efficiency and customer satisfaction. Collaborating on AWS cloud call center migration.

Posted 5/19/2026full-timeRichardson • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $71,750 - $141,450 per yearWebsite

Tech Stack

Tools & technologies

AWSCloudETLPythonSQL

About the role

Key responsibilities & impact

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
Design and implement metrics and dashboards to measure inbound call types
Evaluate Interactive Voice Response (IVR) performance and identify gaps for improvement
Collaborate with the AWS cloud call center project team and provide data-driven insights

Requirements

What you’ll need

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
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 and ETL processes
Proficiency in Python for advanced data analysis (preferred)
Six Sigma certification or experience in process improvement methodologies (preferred)

Benefits

Comp & perks

Comprehensive benefits package, including health insurance, retirement plans, and paid time off
Opportunity for professional growth and development
Workplace flexibility with GEICO Flex program allowing remote work from anywhere in the US for up to four weeks per year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center data analysisdata visualizationSASSQLPythonETL processesIVR analysisdata manipulationmetrics designdashboard implementation

Soft Skills

collaborationdata-driven insightsstrategic developmentcustomer satisfaction improvementefficiency improvement

Certifications

Six Sigma