Performance Analytics Specialist
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Job Description
Performance Analytics Specialist responsible for data insights driving operational performance in call centers. Collaborating with cross-functional teams to enhance patient access and revenue growth.
Responsibilities:
- Develop and maintain operational dashboards, scorecards, and performance reports.
- Manage daily, weekly, monthly, and quarterly reporting packages.
- Maintain and enhance the North America (NAM) Bowler reporting process.
- Analyze trends and identify opportunities to improve call center performance.
- Provide data-driven recommendations to operational leaders.
- Create executive-level reporting and presentations.
- Track, analyze, and report on key operational metrics, including: Schedule Rate, Show-Up Rate, Conversion Rate, Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), Average Handle Time (AHT), Service Level Answer Rate, Abandonment Rate, Adherence, Occupancy, Quality Scores, Agent Productivity Metrics.
- Partner with Operations Managers and Team Leads to identify performance opportunities.
- Conduct root cause analysis on key operational challenges.
- Support coaching efforts through agent and team-level reporting.
- Collaborate with QA and Training teams to identify coaching opportunities.
Requirements:
- Associate's or Bachelor's degree in Business, Analytics, Statistics, Finance, Data Science, or related field, or equivalent experience.
- Minimum 2 years of experience in analytics, business intelligence, workforce analytics, reporting, or contact center analytics.
- Advanced Microsoft Excel skills including Pivot Tables, Power Query, XLOOKUP/VLOOKUP, and dashboard development.
- Strong analytical and problem-solving abilities.
- Experience developing reports and presenting actionable business insights.
- Strong communication and organizational skills.
- Ability to manage multiple projects and deadlines simultaneously.
- Contact center or healthcare industry experience (preferred).
- Experience with Power BI, Tableau, or other business intelligence tools (preferred).
- Experience with NICE, Calabrio, Webex Contact Center, Salesforce, Microsoft Dynamics, HubSpot, or similar platforms (preferred).
Benefits:
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Paid Time Off (PTO)
- Paid Holidays
- Employee Assistance Program (EAP)
- Career Development Opportunities
- Employee Discounts
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