A Place for Mom

  • Senior Manager, Contact Center Data Science and Analytics

    Job Location(s) US-NY-New York City
    Job ID
    2019-4037
    # of Openings
    1
    Category
    Hidden (37928)
  • Overview

    Senior Manager, Contact Center Data Science and Analytics

    Job Description

                   

    APFM is the industry leader in senior living referral services in the US; we are a growing company seeking candidates who will help us become an even greater driving force in the field.  The Data Science and Analytics team supports the company in achieving business targets and an improved customer experience by leveraging data to provide valuable insight to internal stakeholders.  We provide senior leadership an analytical view of the customer journey, enabling them to translate data insights into successful business initiatives.

    We are seeking a data driven, results motivated individual who enjoys solving complex business problems.  This role will take point on end-to-end Contact Center initiatives with a focus on operational metrics, telephony and agent workflows, call routing optimization, various engagement channels, quality assurance and drop offs along the revenue funnel.  This individual will use data and insightful analyses to support, inform, and where applicable, challenge decisions to help hone and serve APFM’s business goals.

    You will be doing work that matters alongside other talented people.

    Responsibilities

    Key Responsibilities

    • Work with Contact Center team and others to identify performance opportunities, quantifying their impact for prioritization, present to executive level stakeholders, and effectively implement those key outcomes into the business.
    • Provide regular data-driven performance insights and ad hoc data analysis requests for senior leadership.
    • Through data science identify opportunities to improve Contact Center performance, such as staffing optimization, call routing, queue configuration, customer journey workflow and telephony improvements.
    • Analyze current business performance to build descriptive and predictive models to optimize contact center operations for improved customer satisfaction and revenue return.  
    • Conceives, proposes and influences new ideas, gains alignment cross-functionally, armed with data and competency necessary to implement and sustain solutions that deliver conversion improvements along the customer journey.
    • Architect and drive to execution analytical products that provide repeatable insights for business stakeholders.  
    • Identify and drive delivery of changes in data structures and metrics where needed to further support enhanced analytics.

    Qualifications

    Required Skills and Competencies

    • S. Degree in Computer Science, Engineering, Statistics or Economics is required.
    • MBA or an advanced degree is preferred.
    • 10-15 years of proven and successful experience, with demonstrated increasing levels of consulting and corporate responsibility.
    • 5+ years’ experience supporting Contact Center Operations, specifically supporting internal and BPO agents.
    • Experience leading cross functional projects and programs in a contact center world.
    • Knowledge of SQL required; experience with R, Stata, or other statistical software preferred.
    • Deep knowledge of ecommerce, online marketing, and mobile trends.
    • Exceptional analytical and problem solving capabilities, including the ability to logically and efficiently structure ambiguous problems, identify sources of data, conduct complicated analyses, identify key insights and recommend actions.
    • Highly collaborative: Able to work across functions, geographies, and organizational levels to develop solutions; engages and involves key stakeholders.
    • Effective communicator: Clearly communicate needs, results, and recommendations to a non-technical audience.
    • Creates leverage: Able to design efficient, scalable solutions while constantly focusing efforts on the most beneficial activities.

    Our Values

    Living by our values and working to achieve excellence on behalf of the families we serve and customers we support is integral to success at A Place for Mom.  Employees who thrive at A Place for Mom live our values every day and are an important part of our hiring practices.

    • Focus on Excellence
    • Act with Integrity & Assume Positive Intent
    • Drive Outcomes Every Day with Passion and A Sense of Mission
    • Make the Lives of our Families and Customers Better, Easier and More Successful
    • Realize the Full Potential in Each Team Member. Work as a Single Supportive Team

    Compensation

    The position is a salaried position

     

    About A Place for Mom

    A Place for Mom provides a valuable resource for families seeking senior care solutions for their parents.   Since A Place for Mom was established in 2000, we have helped over a million families find senior care and housing options and have become the largest senior living referral service in the U.S and Canada.

    Our service is completely free for families; our local Advisors are senior care experts in the markets they operate and know the care, properties, costs and reputation of communities available; in addition most Advisors are deeply experienced and have helped thousands of families find the right solution for their mom or dad.  They will provide invaluable guidance to the family saving them time and providing confidence they are making the right decision in coordination and on behalf of their parent or loved one (all at no cost). 

    A Place for Mom is an equal opportunity employer committed to hiring and valuing a diverse work team. This policy of Equal Employment Opportunity applies to all applicants and employees, and to all aspects of employment, including recruitment, hiring, training, compensation, promotions, and treatment on the job, benefits, termination, and all other terms and conditions of employment.

     

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