Contact Center Business Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Analyze engagement data to comprehend the customer journey within the contact center.

• Examine trends and patterns to pinpoint the root causes of inefficiencies and underperformance.

• Deliver actionable insights linking Contact Center data with the Member Experience Program.

• Create journey maps for systems, products, and member experiences throughout the contact center process.

• Design dashboards and visualizations to monitor member progression and assess pilots and initiatives in real time.

• Recognize opportunities for process improvement based on data analysis and customer engagement trends.

• Work alongside Member Experience teams to enhance call center efficiency and member satisfaction.

• Identify value and strategic opportunities for the contact center.

• Review contact interactions to discern drivers and foster a more proactive approach.

• Align initiatives with strategic objectives to enhance member experience.

• Develop visualizations and dashboards to extract data insights.

• Prepare PowerPoint presentations for executive leadership and stakeholders.

• Convey findings to cross-functional teams.

⛳️ Requirements

• Bachelor's degree in Business Analytics, Data Science, or a related discipline.

• Over 3 years of experience in data analysis, business analysis, or a comparable role.

• Strong expertise in data visualization tools, such as Tableau and Power BI.

• Proficiency in Microsoft PowerPoint and ExcelVault.

• Exceptional analytical and problem-solving abilities.

• Experience in call center operations and member experience programs is advantageous.

• Solid communication and collaboration skills.

• Must reside in the United States.

• Must have authorization to work in the United States without sponsorship, now or in the future.

• Progyny is unable to offer visa sponsorship.

🏝️ Benefits

• Paid family and parental leave.

• Preconception, fertility, and family-building benefits, including egg freezing, IVF, and adoption support.

• Family and pet care fund.

• Menopause and midlife care support.

• Health, dental, vision, and life insurance options for employees and their families.

• Complimentary in-person, virtual, and text-based mental health and wellness support.

• Paid time off, including vacation, sick leave, personal days, and summer flex time.

• Company equity.

• Bonus program.

• 401(k) plan with company match.

• On-demand legal and financial advice.

• Learning and development programs.

• Mentorship program.

• Company social events, including an annual volunteer day and donation matching.

• Flex days, with 3 days a week in the office for employees based in the NY office.

• Onsite meals and snacks for employees in the NY office.