Senior Manager, Contact Center Data Science and Analytics
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.
Required Skills and Competencies
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.
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.