Senior Manager Of Call Center Analytics

Detroit, MI 48154

Posted: 02/19/2019 Category: Credit Job Number: 281616-2_1 Salary: $140,000 - $160,000
Smith Hanley Associates
Senior Manager of Call Center Analytics
Detroit, MI
$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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Smith Hanley Associates takes pride in being the premier recruiting agency serving the direct marketing industry. For over 30 years, we have served both clients and candidates with specialization in database marketing analytics and marketing science. For more information, please visit our website at

Nancy Darian
Executive Recruiter

Nancy joined the Chicago office of Smith Hanley in 2005. Her expertise in the marketing analytics discipline has resulted in successful partnerships with both clients and candidates. She brings a customer-centric orientation, industry expertise, energy and integrity to her work.
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