Call Center Specialist

Reference

CallSp7988

Sector

Architecture, Infrastructure, Technology and Change

Salary

Competitive

Benefits

Bonus + Excellent Benefits - Hybrid Working

Town/City

London City

Contract Type

Permanent

Apply Now Shortlist Back to Results

Share this Job

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

You may also be interested in...

Senior Business Systems Analyst

A growing prestigious London Market insurance company has a fantastic opportunity for a Senior Business Systems Analyst to join a growing dynamic Enterprise Application Architecture team
Salary: £80,000 to £85,000 Per Annum Sector: Analysis, Technology and Change, Business Analyst, BI Analyst, Data & Analytics, Architecture Contract Type: Permanent Town/City: London City

Project Manager

I have an exciting opportunity for an experienced Project Manager to join a growing Business Transformation department within a leading global insurance business. You will report to the Head of Project Delivery and will play a key role in managing and delivering high-impact proj...
Salary: £85,000 to £95,000 Per Annum Sector: Technology and Change, Project Management Contract Type: Permanent Town/City: London City

Senior Solutions Analyst

A prestigious global insurance business has an exciting opportunity for a Senior Solutions Analyst, to be part of a growing Application Architecture Team. You will partner with all areas of the business and IT to help implement fully integrated solutions as their enterprise archi...
Salary: £75,000 to £85,000 Per Annum Sector: Analysis, Technology and Change, Business Analyst, Data & Analytics, Development Contract Type: Permanent Town/City: London City

Head of IT Compliance, EMEA

A leading technology driven global insurance business has a fantastic opportunity for a Head of IT Compliance, EMEA Lead to be responsible for oversight and delivery of all IT risk and audit controls and activities to ensure the EMEA IT systems are assessed and compliance with al...
Salary: £100,000 to £120,000 Per Annum Sector: C-Suite, Technology and Change, Change & Transformation, Security, Project Management Contract Type: Permanent Town/City: London City

Business Systems Analyst Lead

A prestigious Lloyd's Syndicate has an exciting opportunity for a Business Systems Analyst Lead to join a growing team and be responsible for leading a team of business systems analysts who partner all areas of the business and IT to help implement fully integrated solution...
Salary: £80,000 to £90,000 Per Annum Sector: Analysis, Technology and Change, Business Analyst Contract Type: Permanent Town/City: London City