Quantitative Analytics Manager – Contact Center

AmeriSave Mortgage is seeking a highly analytical Quantitative Analytics Manager to optimize contact center and workforce management operations. The role involves developing predictive dialing strategies, building models for forecasting call volumes, designing experiments to improve agent routing, and creating dashboards to monitor KPIs. The ideal candidate has experience in call centers and a strong background in quantitative analysis.

Requirements

• Develop and refine predictive dialing strategies.
• Build and maintain models to forecast call volumes and optimize staffing.
• Design and execute experiments on contact center scripting and agent routing.
• Implement intelligent routing logic.
• Create dashboards and reports to monitor KPIs.
• Partner with Operations, Technology, and Revenue teams.
• Bachelor’s degree in Statistics, Mathematics, Computer Science, Economics, or related field.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Employee discounts
• Health insurance
• Life insurance
• Paid time off
• Paid holidays
• Paid training
• Referral program
• Vision insurance