Manager/Sr. Manager/Director - Call Center Analytics

Document created by mbiehl on Mar 14, 2019Last modified by mbiehl on Mar 14, 2019
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Senior Manager, Call Center Analytics


Our Analytics Department is on the frontline of helping build intrinsic value and make strategic business decisions through data analytics. Team members in this role are able to utilize the latest analytical technology to develop, monitor, and maintain complex practices that help to optimize our success. Our team members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance.



The Senior Manager, Call Center Analytics position is to support the Analytics team managing Call Center Analytics.


Outcomes & Activities:

  • Analysis: Perform analysis to solve complex business problems and drive better decisions, including the use of Speech Analytics software.
  • Strategy: Develop and maintain complex call strategy modules with the goal of maximizing the lifetime value of every account and ensuring the output facilitates the proper workflow for Contact Management.
  • Operational Participation: Periodic shadowing of collectors, including the review of call/screen recordings, monitoring production for improvement, and responding to Operational feedback.
  • Project Management: Lead working groups by executing the appropriate tasks that support deliverables for executive sponsors.




  • Bachelor’s degree or higher
  • 4+ years of experience managing Speech Analytics programs (e.g. CallMiner, NICE/Nexidia, or Verint)
  • Remain compliant with our policies, processes and legal guidelines.
  • Work onsite at the assigned Credit Acceptance work location.



  • 7+ years of experience with SAS or SQL.
  • Experience with Aspect Unified Contact Center 7.3 (CallMiner, Unified IP, ALM, IVR, etc.).
  • Experience in call center analytics or auto lending analytics.
  • Management experience.
  • Experience developing credit scorecards or collection scores.


Knowledge and Skills:

  • Apply analytical skills to solve problems creatively.
  • Be self-motivated and able to lead a project group with minimal supervision.
  • Communicate complex information to others in a way they can understand.
  • Work a schedule that may include weekends and late nights.
  • Remain compliant with our policies, processes and legal guidelines.
  • Excellent written and verbal communication skills.



Company Values:  To be successful in this role, Team Members need to demonstrate the characteristics of PRIDE (our Company core values) in their work:

  • Positive:
  • Respectful:
  • Insightful:
  • Direct:
  • Earnest:


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