Contact Center Analytics Lead
Description
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.
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.
At AmeriSave, we're one team with one shared dream - to be the best. Let’s redefine excellence together!
What We’re Looking For:
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.
What You’ll Do:
- 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.
What You’ll Need:
- 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).
**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. **
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Compensation:
Annual compensation for this position generally ranges from $125 - $250K
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
Supplemental pay types:
· Bonus
· Referral bonuses
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.
California Consumer Privacy Act Disclosure Acknowledgment
Employment Applicants, New Hires, and Employees Residing in California
AmeriSave Mortgage Corporation’s Privacy Policy Statement (“Policy”) can be reviewed here: www.amerisave.com/privacy-policy
AmeriSave Mortgage Corporation’s California Consumer Privacy Act (“CCPA”) Recruitment Disclosure can be reviewed here: https://www.amerisave.com/ccpa-recruitment-disclosure/
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.