AmeriSave Mortgage is looking to optimize performance and profitability across all facets of their business, specifically in their contact center and workforce management operations.
Requirements
- 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.
- Familiarity with tools like NICE, Genesys, Five9, or similar contact center platforms.
- Exposure to predictive dialers and large-scale call center operations
- Exposure to profitability modeling and customer segmentation.
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
Other
- 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.
- Excellent communication skills and ability to translate complex data into actionable strategies.
- Applicants must be authorized to work in the U.S. without sponsorship.
- Travel requirements not specified
