Quantitative Analytics Manager – Contact Center
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Job Description
Quantitative Analytics Manager driving performance improvements through data science at AmeriSave Mortgage. Leading initiatives in predictive dialing and workforce management for contact center operations.
Responsibilities:
- Develop and refine predictive dialing strategies to maximize contact rates, conversion, and profitability.
- Build and maintain models to forecast call volumes and optimize staffing schedules for efficiency and service levels.
- Design and execute experiments on contact center scripting, agent routing, and engagement strategies to improve outcomes.
- Implement intelligent routing logic that aligns customer-agent interactions with profitability metrics.
- Create dashboards and reports to monitor KPIs, identify trends, and recommend actionable insights.
- Partner with Operations, Technology, and Revenue teams to align analytics initiatives with business goals.
Requirements:
- Bachelor’s or Master’s degree in Statistics, Mathematics, Computer Science, Economics, or related field.
- 5+ years of experience in quantitative analytics, preferably in a call center or contact center environment.
- Proven experience with dialer systems, workforce management tools, and routing logic.
- Strong proficiency in SQL, Python, R, or similar analytical tools.
- Experience with A/B testing frameworks and experimental design.
- Excellent communication skills and ability to translate complex data into actionable strategies.
Benefits:
- 401(k)
- Dental insurance
- Disability insurance
- Employee discounts
- Health insurance
- Life insurance
- Paid time off
- 12 paid holidays per year
- Paid training
- Referral program
- Vision insurance
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