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A leading global insurance business has a fantastic opportunity for a Call Center Specialist to work as part of an AI Business Solutions group withina high-energy team responsible for transforming the way the business operates globally and deliver meaningful business impact across the value chain.
This role will be responsible for leading the development and implementation of call center analytics solutions across their global contact centers, utilizing cutting edge artificial intelligence and machine learning technologies.
The successful candidate will be an expert in call center analytics, and will have experience leading complex projects that deliver insights and optimizations to our contact center operations.
Responsibilities:
- Lead the design, development, and implementation of call center AI & analytics solutions across multiple global contact centers
- Utilize AI technologies to develop predictive models, optimize call routing, and improve customer satisfaction
- Develop metrics and KPIs to track and report on the effectiveness of call center operations
- Collaborate with stakeholders across the organization to identify business requirements and develop solutions that drive operational efficiencies and cost savings
- Develop business cases and solution options for the various use casesStay current with emerging technologies in call center across the value chain
Qualifications
- Masters or Bachelors degree in marketing or science related disciplines
- Experience in working in a call center environment for
- 5+ years and working on call center improvement projects
- 5+ years of experience in call center analytics, including experience with call routing, agent optimization, and customer experience metrics
- 5 + years working in the Insurance domain
- Strong understanding of artificial intelligence and machine learning technologies and their application in call center operations
- Strong team leadership and management skills
- Excellent communication and collaboration skills
- Experience working in a global organizationMultilingual capabilities with understanding of Spanish, Portuguese or any South East Asian language
