Principal Call Center Data Analyst

Job Description:

Americor is seeking Principal Call Center Data Analyst to join our team. Specific job title and offer to align to the qualifications of the candidate.

Compensation: $120,000-$150,000 annually, dependent on experience.

Work Location: Remote / Hybrid - Irvine, CA.

About Us:

Americor is a leading provider of debt relief solutions for people of all backgrounds. We offer various services to help our clients achieve financial freedom, including debt consolidation loans, debt settlement, and credit repair. Our dedication to others sets us apart – not only as a company but as a community of employees who support each other’s personal and professional growth. Recognized as a ‘Top Place to Work’ and ‘Best Company’ for our outstanding service and commitment to excellence.

Essential Job Functions:

• Primary owner of telephony and workforce management data from Five9, Zoom, and Calabrio to be used for reporting and analysis.
• Demonstrate deep understanding of telephony and workforce management performance, underlying data, as well as call forecasting, routing, and delivery.
• Maintain existing telephony data semantic layers and continue to improve data that is available.
• Create workforce management data semantic layers using disciplined principles and practices.
• Monitor and derive intraday insights to operations leadership on telephony and workforce management.
• Provide a positive or negative alarm when operations change from the expected trajectory.
• Identify cohorts and underlying drivers that are affecting metrics and call performance.
• Initiate and own audits to remove defects, apply standardized practices, and reinforce best methods for telephony and workforce management data.
• Complete ad hoc analysis and reporting on the data for key stakeholders.
• Reporting should be designed in a diagnostic manner and be simple to use.
• Analysis should exhibit concise storytelling with clear insights and recommendations.
• Other duties as assigned.

Education and Experience Requirements:

• Telephony and workforce management experience required; Five9, Zoom, Calabrio, and telephony administration preferred.
• Advanced proficiency with SQL.
• Intermediate proficiency with a programming language; Advanced Python preferred.
• Intermediate proficiency with a visualization platform; Advanced Tableau preferred.
• Proven ability to position oneself to advise and teach across a matrixed organization.
• Excellent verbal, written, and interpersonal communication skills.
• Bachelor's degree in a quantitative field or equivalent experience.

Company Benefits:

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program

Americor is proud to be an Equal Opportunity Employer. Americor does not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.