About the Role The Service Optimization Expert will be responsible for driving operational excellence within the insurance contact center environment, ensuring alignment with enterprise goals, and delivering continuous improvement opportunities that elevate the overall customer and agent experience. Key Responsibilities: - Conduct detailed root cause analysis on key performance metrics and operational data, recommending improvement opportunities to optimize service operations. - Collaborate with cross-functional teams to implement business solutions that enhance employee performance, customer satisfaction, and agent interactions. - Facilitate the delivery of business analytics and problem resolution alternatives aimed at improving service quality and operational efficiency. - Develop and present business cases and data-driven solutions, ensuring insights are actionable and support strategic decision-making. - Evaluate and recommend process improvements to enhance operational efficiency and improve customer satisfaction.