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.

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.

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

predictive dialing strategiesforecasting modelsstaffing optimizationcontact center scriptingagent routingintelligent routing logicSQLPythonRA/B testing frameworks

Soft Skills

communication skillsdata translationactionable strategies