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Call Centre Specialist

Lime Street
8 months ago
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A leading global insurance business has a fantastic opportunity for a Call Centre 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 centre analytics solutions across their global contact centres, utilizing cutting edge artificial intelligence and machine learning technologies.

The successful candidate will be an expert in call centre analytics, and will have experience leading complex projects that deliver insights and optimizations to our contact centre operations.

Responsibilities:

  • Lead the design, development, and implementation of call centre AI & analytics solutions across multiple global contact centres

  • 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 centre 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 centre across the value chain

    Qualifications

  • Masters or Bachelors degree in marketing or science related disciplines

  • Experience in working in a call centre environment for

  • 5+ years and working on call centre improvement projects

  • 5+ years of experience in call centre 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 centre 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

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