Contact Center Analytics Lead
Posted 2025-08-23
Remote, USA
Full Time
Immediate Start
<div style="line-height: 150.0%;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">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.</span></div><div style="line-height: 150.0%;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="margin-bottom: 8.0pt;line-height: 150.0%;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Our employees are the driving force behind our success. We believe in the power of a dynamic and talented workforce and creating an environment where your contributions are not just recognized, they’re celebrated. Your success is our success, and we are seeking skilled professionals who are ready to bring their A-game, exceed benchmarks and enhance the overall excellence of AmeriSave, while also growing and advancing their careers. </span></div><div style="margin-bottom: 8.0pt;line-height: 150.0%;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">At AmeriSave, we're one team with one shared dream - to be the best.<span> </span>Let’s redefine excellence together! </span></div><div style="margin-bottom: 8.0pt;line-height: 150.0%;"><b><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">What We’re Looking For:</span></b></div><div style="margin-bottom: 8.0pt;line-height: 150.0%;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">The Contact Center Analytics Lead will be responsible for designing and executing analytics strategies that optimize contact center operations. This role will partner with cross-functional teams—including Workforce Management, Quality Assurance, Technology, and Training—to deliver actionable insights that improve service delivery, agent performance, and customer outcomes.</span></div><div style="margin-bottom: 8.0pt;line-height: 150.0%;"><b><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">What You’ll Do: </span></b></div><ul style="margin-top: 0.0px;"><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Develop and maintain dashboards and reporting tools to monitor KPIs such as SLA, AHT, CSAT, Schedule Adherence, and Escalation Rates.<span> </span></span></li><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Lead root cause analysis and performance deep dives across inbound/outbound operations.<span> </span></span></li><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Collaborate with IT and Product teams to integrate analytics into CRM, IVR, and AI-driven platforms (e.g., ChatGPT, Genesys, Twilio).<span> </span></span></li><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Support vendor oversight and QA calibration across domestic and offshore teams.<span> </span></span></li><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Drive continuous improvement through predictive modeling, speech analytics, and real-time performance tracking.<span> </span></span></li><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Present insights and recommendations to senior leadership to inform strategic decisions.</span></li></ul><div style="margin-bottom: 8.0pt;line-height: 150.0%;"><b><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">What You’ll Need:</span></b><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><ul style="margin-top: 0.0px;"><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">5+ years in contact center analytics, workforce planning, or operations strategy.<span> </span></span></li><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Proficiency in data visualization tools (Tableau, Power BI), SQL, and CRM platforms.<span> </span></span></li><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Experience with AI/IVR systems, speech analytics, and omnichannel routing.<span> </span></span></li><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Strong understanding of call center KPIs and performance metrics.<span> </span></span></li><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Excellent communication and stakeholder management skills.<span> </span></span></li><li><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Bachelor’s degree in Business, Statistics, Computer Science, or related field (Master’s preferred).</span></li></ul><div style="line-height: 150.0%;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">**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. **<span style="color: black;"> </span></span></div><div style="line-height: 150.0%;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">`</span></div><div style="line-height: 150.0%;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;">Compensation:<span style="color: black;"> </span></span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: rgb(51,51,51);background: white;">Annual compensation for this position generally ranges from $125 - $250K</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: rgb(51,51,51);"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">Benefits:</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· 401(k)</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Dental insurance</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Disability insurance</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Employee discounts</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Health insurance</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Life insurance</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Paid time off</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· 12 paid holidays per year</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Paid training</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Referral program</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Vision insurance</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;"> </span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">Supplemental pay types:</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Bonus</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">· Referral bonuses</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">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.<br><br></span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><b><u><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">California Consumer Privacy Act Disclosure Acknowledgment</span></u></b><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><i><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">Employment Applicants, New Hires, and Employees Residing in California</span></i><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;"> </span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><b><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">AmeriSave Mortgage Corporation’s Privacy Policy Statement (“Policy”) can be reviewed here: </span></b><span style="font-family: Calibri , sans-serif;color: black;"><a href="https://protect.checkpoint.com/v2/___http:/www.amerisave.com/privacy-policy___.YzJ1OmFtZXJpc2F2ZTpjOm86OWY4M2JiZDM0NzViNmQyM2QxZjQyMmRjZDQyNDcxNmE6NjpiNmI4Ojk0NTZlNjUzMzhiNTllM2E3NDcyMTE1MDI5ODNkNmNhM2FjMTA2YzE0NTdkZTg1YTVlYjA2OGIzN2M2MjVkMzY6aDpU"><b><span style="font-size: 11.0pt;line-height: 150.0%;color: black;">www.amerisave.com/privacy-policy</span></b></a></span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;"> </span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><b><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">AmeriSave Mortgage Corporation’s California Consumer Privacy Act (“CCPA”) Recruitment Disclosure can be reviewed here: </span></b><span style="font-family: Calibri , sans-serif;color: black;"><a href="https://protect.checkpoint.com/v2/___https:/www.amerisave.com/ccpa-recruitment-disclosure/___.YzJ1OmFtZXJpc2F2ZTpjOm86OWY4M2JiZDM0NzViNmQyM2QxZjQyMmRjZDQyNDcxNmE6NjowNjY1OmMwNDM1MTZlMzc0YjliNGU5ZTNhNTg3YmMxMGJlYjA2OGZjNWQ3YWIzZWRlZTdlOTg1NzM4YjJjOGY2N2Y5ZmM6aDpU"><b><span style="font-size: 11.0pt;line-height: 150.0%;color: black;">https://www.amerisave.com/ccpa-recruitment-disclosure/</span></b></a></span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;"> </span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;background: white;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;color: black;">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.</span><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div><div style="line-height: 150.0%;"><span style="font-size: 11.0pt;line-height: 150.0%;font-family: Calibri , sans-serif;"> </span></div>