Senior Manager Of Call Center Analytics
Detroit, MI 48154
Senior Manager of Call Center Analytics
$140,000 - $160,000 + bonus
Contact: Nancy Darian - [email protected]
Well known company in the Detroit area is seeking a Senior Manager of Call Center Analytics to implement a call center tool designed to streamline processes, enhance the customer experience and improve company ROI. You will also develop the company's ability to extract data for analysis and reporting of call center effectiveness.
Responsibilities of the Senior Manager of Call Center Analytics:
--Deploy call center tools in the business.
--Develop processes to extract and analyze data.
--Partner with business leaders and department heads to maximize the value of call center data and analysis.
--Build, lead and mentor a team of analysts.
Qualifications of the Senior Manager of Call Center Analytics:
--Expertise with speech analytics tools like CallMiner or Verint.
--Experience in call center analytics (minimum five years).
--Experience developing credit/collections scorecards.
--Team leadership experience in a call center setting.
--Proficiency using SAS and SQL.
--Master's degree in a quantitative field (mathematics, engineering, statistics, economics or other)
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