Quantitative Analytics Manager – Contact Center
About The Position
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.
Requirements
- 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.
- High-speed internet required for remote work, Cable or Fiber ONLY with the ability to connect via Ethernet. Minimum speeds: 70/30 Mbps (basic), 200-300/35-70 Mbps (shared), 500-1,000/100+ Mbps (heavy use).
Nice To Haves
- 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
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
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
