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Sr. Manager, Contact Center Analytics

Job ID S020079 Date posted 05/15/2019
500 Chastain Center Blvd.
Aaron’s has a long legacy as an industry leader with continued growth. In business since 1955, we have grown to over 2,000 stores across North America built on a foundation of excellence, customer focus, quality products and services. Personally and professionally, we hold ourselves to high standards and an unwavering commitment to do what’s right; treating every individual with respect, compassion and integrity. We are highly invested in the communities we serve through our community outreach programs, donating time, products and services locally and nationally.

As a potential Aaron’s Associate, you’ll share our purpose and passion for making a real difference in the lives of others and the rewards that come from creating strong personal connections for life. You’ll be a contributing team member in an environment that embraces challenge and has a strong drive to achieve. We like to set the bar high, roll up our sleeves and work together to out-perform the competition. You’ll have an opportunity to work in an environment which prides itself on recognizing and rewarding top performers.
Interested in becoming a Sr. Manager, Contact Center Analytics? The Sr. Manager, Contact Center Analytics, leads a team of data analysts creating solutions to inform the ongoing transformation of the Aaron’s Business, specifically the strategy and operations of its customer contact center. Residing in the Strategic Analytics team, this position collaborates with executive leaders and the operating teams to improve financial performance and customer experience through a combination of analytical expertise and business acumen.
Come see why the difference is personal at Aaron’s, connect with us today!

Duties and Responsibilities:
  • Manage and expand the analyst team to support growth and innovation of the contact center and its impact on the Aaron’s business; mentor and develop the technical and business skills of data analysts.
  • Help define and recommend measurement, strategies, and reporting that will be used to inform key business decisions and drive a best-in-class customer experience while delivering profitable results.
  • Establish scalable, efficient processes for data analysis, development, and implementation. Ensure successful delivery of analytics projects.
  • Develop, produce, and automate reports to measure the performance of contact strategies, dialer processes, and collections. Guide and conduct in-depth performance analyses and present recommendations to team members, product owners, and senior leadership.
  • Translate high-level business goals into the tasks and technical specifications needed to accomplish the goals.
  • Enforce and remain compliant with our policies, processes, and legal guidelines.
  • Foster communication between business processes, technology, and the analytics team to improve the delivery, value, and integration of analytics.
  • Identify opportunities for efficiency, automation, standardization, and process simplification.
  • Identify and partner with companies that can provide complementary functionality to Aaron’s data, reporting, & analytics tools.

Education and Experience:
  • 5-7 years of relevant finance, subscription, and/or call center experience.
  • Bachelor's degree in a Business or Science discipline, or 8+ years of progressive related experience. Advanced degree preferred (either MBA or technical, e.g. applied mathematics, statistics, etc.)
  • 3 or more years of direct management experience

Required Skills and Competencies:
  • Experienced in advanced analytics techniques, identifying trends and patterns in data, and applying relevant analytical and statistical methods to evaluate and solve problems.
  • An understanding of contact center data models, event and interval data feeds, data aggregations, real-time reporting, historical reporting, and data analytics.
  • Experience in working with cloud contact center applications such as Genesys/Interactive Intelligence, Nice/inContact, 8x8, Avaya/Spoken, Cisco, Talkdesk, Aspect, LiveVox.
  • Experience with Aspect Unified Contact Center 7.0-7.3.
  • Experience in working with real-world, ‘noisy’ data using T-SQL, Excel, DAX, Power BI, and Azure; open-source data analytics software and tools; and/or Aaron’s proprietary data sources and processes.
  • Effective data visualization and storytelling with data.
  • Experience with Salesforce analytics is preferred.
  • Team leadership – Effectively manage a team by making assignments, guiding day-to-day activities, attending to skills development, and mentoring professional growth.
  • Time management – Demonstrate efficiency and persistence, managing own time and ensuring engagement deadlines and objectives are met.
  • Communication – Understand effective communication concepts, tools, and techniques; able to effectively transmit, receive, and interpret ideas, information, and needs through the application of appropriate communication behaviors. This includes the ability to describe or explain complex processes and issues in a concise manner.
  • Persuasion and collaboration – Nurture and build effective partnerships with clients to achieve results; comfortably work on multiple teams/projects simultaneously and independently.
  • Critical thinking – Understand the issues related to the decision-making process; analyze situations fully and accurately and reach productive decisions.

At Aaron’s, you will have access to a comprehensive benefits package that includes:

Paid time off including vacation days, sick days and holidays
Ongoing training and development
Medical, dental & vision insurance
Life Insurance
Disability Benefits
Employee Purchase Discounts

Aaron’s is an Equal Opportunity Employer

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