Call Centre Analytics Leader

2 weeks ago


London, United Kingdom Chubb INA Holdings Inc. Full time

Job Description -Call Center Analytics Lead

**Responsibilities**:

- Lead the design, development, and implementation of call center analytics solutions across multiple global contact centers
- Utilize machine learning and artificial intelligence 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 cases
- Stay current with emerging technologies in call center analytics, machine learning, and artificial intelligence

**Qualifications**:
**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 team leadership and management skills
- Excellent communication and collaboration skills
- Experience working in a global organization
- Multilingual capabilities with understanding of Spanish, Portuguese or any South East Asian language

Flexible Working

We are open to discussing flexible working arrangements. This can be discussed with the Recruitment Business Partner managing this position.

Integrity. Client focus. Respect. Excellence. Teamwork

Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.

Diversity & Inclusion



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