Staff - Call Center Control (Transcription & Analytics)
About this role
Job title: Staff - Call Center Control (Transcription & Analytics)
About the Role This role focuses on planning, design, and optimization of contact center operations, with involvement in introducing new technologies under Japan Transformation to improve productivity and maximize customer satisfaction for customers and partners (agents).
What You'll Do
- Define requirements and develop solutions from transcription-based query summaries, sentiment analysis considerations, CX improvements, and producer-channel quality plans.
- Develop assist functions that display appropriate answers to BSR (incoming staff) via Agent AI from the insurance portal.
- Explore requirements for next-generation AIG CONNECT and collaborate on expanding Genesys-related capabilities.
- Co-design with Distribution to install Salesforce (CRM) within the Distribution for the contact center.
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