Job Description
About the role
Afiniti uses data science to enhance human interactions in large enterprises by efficiently pairing customers or tasks with company representatives. Our primary focus is improving contact center interactions for sales, service, retention, collections, and customer satisfaction in fields ranging from telecommunications to healthcare to banking to hospitality. To ensure we’re delivering value, we measure performance using a real-time control group – routing a portion of calls using the client’s existing system and the majority of calls using our data‑scientist‑designed pairing and next‑best‑action recommendation strategies.
Key Responsibilities
- Perform statistical inference on large data sets to inform decisions and drive actions.
- Drill down on results (problem‑solving analysis) and conduct custom analysis.
- Build predictive models to optimize agent and customer interactions.
- Collaborate and communicate w...
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