Contact Center Analytics Lead - Remote

Overview

AmeriSave is a leading financial services company committed to delivering exceptional customer experiences across mortgage, home equity, and personal loan products. As we expand our omnichannel contact center capabilities, we are seeking a data-driven leader to spearhead analytics initiatives that enhance performance, compliance, and customer satisfaction.

In Short

• Develop and maintain dashboards and reporting tools to monitor KPIs such as SLA, AHT, CSAT, Schedule Adherence, and Escalation Rates.
• Lead root cause analysis and performance deep dives across inbound/outbound operations.
• Collaborate with IT and Product teams to integrate analytics into CRM, IVR, and AI-driven platforms (e.g., ChatGPT, Genesys, Twilio).
• Support vendor oversight and QA calibration across domestic and offshore teams.
• Drive continuous improvement through predictive modeling, speech analytics, and real-time performance tracking.
• Present insights and recommendations to senior leadership to inform strategic decisions.

Requirements

• 5+ years in contact center analytics, workforce planning, or operations strategy.
• Proficiency in data visualization tools (Tableau, Power BI), SQL, and CRM platforms.
• Experience with AI/IVR systems, speech analytics, and omnichannel routing.
• Strong understanding of call center KPIs and performance metrics.
• Excellent communication and stakeholder management skills.
• Bachelor’s degree in Business, Statistics, Computer Science, or related field (Master’s preferred).

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