Quantitative Analytics Manager – Contact Center

Jobgether

17h • $130,000 - $200,000 • Remote

About The Position

This role is focused on optimizing performance across contact center operations through advanced quantitative analysis, predictive modeling, and data-driven decision-making. The Quantitative Analytics Manager will lead initiatives to improve staffing efficiency, dialing strategies, and agent engagement, directly influencing profitability and customer experience. This position requires close collaboration with operations, technology, and revenue teams, ensuring analytics initiatives are aligned with business objectives. The ideal candidate will have experience in large-scale inbound and outbound call centers, expertise in experimental design, and the ability to translate complex data into actionable strategies. The role offers a fast-paced, analytical environment where data science drives operational excellence and strategic decision-making. Remote work is supported, with high-speed internet required, and some collaboration may require interaction across multiple teams and time zones.

Requirements

• Bachelor’s or Master’s degree in Statistics, Mathematics, Computer Science, Economics, or a related field.
• 5+ years of experience in quantitative analytics, preferably within contact centers or large-scale call centers.
• Strong proficiency in SQL, Python, R, or equivalent analytical tools.
• Experience with A/B testing frameworks, experimental design, and predictive modeling.
• Familiarity with dialer systems, workforce management tools, and routing logic.
• Excellent communication skills with the ability to translate complex data into actionable recommendations.

Nice To Haves

• Preferred experience in mortgage, financial services, or regulated industries, as well as knowledge of tools like NICE, Genesys, Five9, or similar platforms.
• Exposure to profitability modeling, customer segmentation, and large-scale call center operations.

Responsibilities

• Develop and refine predictive dialing strategies to maximize contact rates, conversions, and profitability.
• Build and maintain models for call volume forecasting and staffing optimization to balance efficiency and service levels.
• Design, implement, and analyze experiments on contact center processes, including agent routing, scripting, and engagement strategies.
• Implement intelligent routing logic to align customer 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 ensure analytics initiatives support business objectives.
• Continuously evaluate and improve workforce modeling, predictive dialer efficiency, and performance metrics.

Benefits

• Competitive annual compensation, estimated between $130,000 – $200,000.
• Comprehensive health, dental, and vision insurance plans.
• Life and disability insurance coverage.
• 401(k) plan with company match.
• Paid time off and 12 paid holidays per year.
• Paid training and professional development opportunities.
• Employee referral program and other employee discounts.
• Supplemental pay opportunities, including referral bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager