Senior Director, Contact Center Transformation

Key Skills

Aartificial intelligence, Automation, AWS, Data Analytics, Effective communication skills, Finance, Generative AI, Infrastructure as code, KPI, Machine learning techniques, Writing

Job Description

Geico seeks a dynamic and strategic Contact Center Transformation Leader to support our Auto Lines operations. You will drive operational excellence through meticulous call forecast refinement, attrition assumption analysis, and the identification of efficiency improvements. You will also be responsible for improving operations data capabilities (KPI, reporting and root cause analysis) and piloting adoption of advanced technologies in the contact center environment (e.g., text Generative AI, voice Generative AI, Machine Learning and Process Automation). Across all responsibilities you will need close collaboration with partners in HR, Finance, Product, Data Analytics and Technology to align on process, assumptions and leveraging common infrastructure.

Location:

• This position is a hybrid role, on-site 3 days per week at one of the following office locations: Chevy Chase MD; Fredericksburg VA; Houston TX; Dallas TX; Indianapolis IN; or New York NY.

Responsibilities:

• Analyze and refine call forecasts, attrition assumptions, efficiency improvements and other developments that may impact the forecast (e.g., seasonality, new product launches, operational changes, etc.).
• Partner closely with the Enterprise functions partners in HR and Finance responsible to align workforce plans with company headcount goals and budget.
• Deploy new operations data capabilities and advanced contact center technologies in collaboration with Product, Data Analytics and Technology to align on common processes and leveraging shared infrastructure.
• Lead and inspire a team of 15-20 associates to achieve operational excellence and meet strategic goals.

Qualifications:

• 15 plus years of operations expertise including contact center and supporting workforce plan development, deploying new data capabilities and pilot testing advanced technologies.
• Experience in Finance or collaborating closely with Finance FP&A.
• Experience working with HR developing the company workforce plan.
• Expertise with advanced Data Analytics, AI, voice, and text analytics tools applied to the contact center environment.
• Familiarity deploying workforce management technologies in the contact center. This includes forecasting, planning, and scheduling solutions (e.g., AWS Connect, NICE, Genesys).
• Demonstrated track record of effectively leading and managing teams.
• Experience influencing senior management and setting expectations for major cross-functional initiatives.
• Exceptional written and verbal communication skills.
• Bachelor's degree or higher in a related field.

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Annual Salary

$195,000.00 - $315,000.00

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.