Quantitative Analytics Manager – Contact Center

4 days ago

Remote, Oregon, United States AmeriSave Mortgage Full time $130,000 - $200,000 per year

Description


AmeriSave Mortgage is a leading direct mortgage lender committed to delivering a streamlined, data-driven experience for our customers. We are passionate about leveraging analytics to optimize performance and profitability across all facets of our business. Role Overview We are seeking a highly analytical and strategic Quantitative Analytics Manager to lead optimization initiatives across our contact center and workforce management operations. This role will be instrumental in driving performance improvements through data science, experimentation, and workforce modeling. The ideal candidate will have deep experience working with large inbound and/or outbound call centers and a strong background in quantitative analysis. 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
Qualifications:
  • 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.
  Preferred Experience: 
  • Experience in mortgage, financial services, or regulated industries. 
  • Familiarity with tools like NICE, Genesys, Five9, or similar contact center platforms. 
  • Exposure to profitability modeling and customer segmentation. 
  • Exposure to predictive dialers and large-scale call center operations 
  **Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. **       Compensation  The annual compensation for this position generally ranges between $130,000 – $200, Benefits  · k)  · Dental insurance  · Disability insurance  · Employee discounts  · Health insurance  · Life insurance  · Paid time off  · paid holidays per year  · Paid training  · Referral program  · Vision insurance     Supplemental pay types:  · Referral bonuses      AmeriSave is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

  California Consumer Privacy Act Disclosure Acknowledgment  Employment Applicants, New Hires, and Employees Residing in California     AmeriSave Mortgage Corporation's Privacy Policy Statement ("Policy") can be reviewed here:      AmeriSave Mortgage Corporation's California Consumer Privacy Act ("CCPA") Recruitment Disclosure can be reviewed here:      When AmeriSave's Human Resources Department makes future requests for personal information, the same Policy is applicable. By applying, you understand this acknowledgment covers current and future personal information requests. You also acknowledge the business purpose of the personal information collected and that future requests may occur while applying for a position at AmeriSave and/or during employment, if applicable.   

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