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.
- Utilize contact center databases for data analysis and provide data support for center optimization.
- Support optimization efforts within the contact center operations.
What We're Looking For
- Bachelor’s degree or equivalent
- Data analysis skills (Excel, Power BI)
- Strong communication and coordination abilities
- Documentation skills (Excel, Word, PowerPoint)
- IT literacy; comfortable with English-language materials
- Flexible, proactive, and comfortable with change; interest in new technologies
- Experience as a solicitor (highly preferred)
- Experience in inbound planning for contact centers (external hires) – mandatory
- Familiarity with contact center tools (SFDC, Genesys, AVAYA) – plus
- AI-driven process improvement experience – plus
Nice to Have
- Product/Planning experience
- Prior inbound planning experience in a corporate headquarters context
- Direct experience with AI-driven CX improvements
Compensation & Benefits
- Total Rewards Program including health, wellbeing, and financial security benefits, plus professional development opportunities
- Emphasis on in-person collaboration and a supportive, connected work environment
- Commitment to inclusion and equitable accommodations as needed