Call Center AI Analyst

The Call Center Analyst specializing in AI applications will play a crucial role in enhancing the efficiency and effectiveness of our call center operations. This position focuses on leveraging AI technologies, like Cresta.ai and Qualtrics XM Discover, to optimize customer interactions, streamline processes, and improve overall performance.

Essential Job Functions:

The Call Center Analyst will collaborate with call center leaders and stakeholders to gather and document business and system needs related to AI applications. They will translate these needs into technical requirements and work closely with the development teams to implement and optimize AI solutions. The analyst will monitor the performance of AI applications, provide insights, and ensure they meet the needs and expectations of the call center.

The ideal candidate will give attention to detail and process, follow-through, technical knowledge, ability to quickly learn and demonstrate multi-tasking capabilities and proven success in fast paced environment.

Key Responsibilities:

• Assist in implementing and optimizing AI applications such as Cresta.ai and Qualtrics XM Discover to enhance call center operations.
• Data Analyze: Analyze call center data to identify trends, gaps, and opportunities for improvement. Use AI tools to drive actionable insights.
• Requirement Gathering: Collaborate with stakeholders to gather and document business requirements for AI applications.
• Performance Monitoring: Monitor the performance of AI applications and provide regular reports to call center leaders.
• Training and Support: Train call center stall on using AI applications effectively. Provide ongoing support and troubleshooting.
• Continuous Improvement: Identify opportunities for continuous improvement in call center processes through AI technologies.
• Communication: Maintain clear and effective communication channels with call center leaders and stakeholders regarding AI applications updates and performance.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all the required Company training/compliance courses assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities:

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• Analysis and logic skills
• Strong people skills in dealing with a diverse population.
• High customer service orientation
• Elevated level of integrity, honesty, and judgment
• Ability to respect and ensure strict confidentiality of customer data.
• Demonstrated multi-tasking capability and proven success in fast paced.
• Strong attention to detail and desire to follow procedures.
• Strong verbal and written communication skills
• Troubleshooting

Why Team Members Love Working Here:

• Get your earned pay any time before payday through DailyPay*
• Medical, Dental, Vision, and 401(k) w/company match starting on Day One
• Generous Vacation Time Off Program and Paid Sick Time
• GO Hilton Discounted hotel rates worldwide
• Tuition reimbursement programs
• Recognition Programs and Rewards
• Internal Growth and Career Pathing
• And much more!
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