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Principal Voice Analytics

Location: Dallas, TX, United States
Req ID: 010449

Job Description

Description

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Check It Out!

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

JOB SUMMARY

We are looking for a highly motivated professional to drive marketing campaign analytics in a hands-on role. This person will be responsible for providing voice channel insights via data mining, developing dashboards and reports, as well as conducting analysis across segments and test and control groups.  The ideal candidate possesses a unique blend of self-motivation, digital marketing, and operations acumen, strong communication skills and will have a passion for data, analytics, metrics and reporting.   

ESSENTIAL JOB FUNCTIONS

  • Partner with voice channel program managers to effectively track targeting, segmentation, offers, touchpoints, and campaigns.
  • Actively monitor, analyze and report on inbound and outbound call center performance
  • Responsible for call center forecast and budget
  • Optimize call attempts, IVR and call routing to achieve business goals
  • Manage daily-weekly-monthly marketing reporting to bring trends, challenges, and recommendations to management.
  • Identifies opportunities to use data to develop new strategies and improve overall business performance
  • Utilize knowledge of mathematical modeling and other optimization methods to perform quantitative and qualitative data analysis
  • Leverage internal and external statistical modeling team to enhance campaign performance
  • Support data integrations and resolution of challenges as they arise.
  • Assists with marketing analytics for other channels, both offline and online, as needs arise.
  • Collaborate cross-functionally as needed to ensure proper use of Mr. Cooper’s multi-channel attribution reporting engine.  

EDUCATION / EXPERIENCE REQUIREMENTS 

  • Minimum 5 years of call center analytics
  • Ability to think strategically, but also have strong attention to detail.
  • Results-driven with very strong ability to analyze quantitative data.  
  • Strong team player with ability to develop effective working relationships across organization
  • Experience presenting to and interacting with senior leadership
  • BA in Management Information System or related subject required, Master’s degree preferred
  • Expert level at SQL, Excel, PowerPoint
  • Excellent working knowledge with databases
  • Prior experience with Avaya, Genesys a strong plus

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

010449

Job Category:

Marketing & Communications

Primary Location City:

Dallas

Primary Location Region:

Texas

Primary Location Postal Code:

75019

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Origination

Additional Posting Location(s):

Alternate Requisition:

No
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