Performance Analytics Specialist

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

📋 Description

• Design and uphold operational dashboards, scorecards, and performance reports.

• Oversee daily, weekly, monthly, and quarterly reporting packages.

• Enhance and manage the North America (NAM) Bowler reporting process.

• Evaluate trends and pinpoint opportunities to enhance call center efficiency.

• Offer data-informed recommendations to operational leaders.

• Generate executive-level reports and presentations.

• Monitor, evaluate, and report on essential 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, and Agent Productivity Metrics.

• Collaborate with Operations Managers and Team Leads to discover performance enhancement opportunities.

• Perform root cause analysis on significant operational challenges.

• Assist coaching initiatives through reporting at both agent and team levels.

• Work with QA and Training teams to identify coaching opportunities.

⛳️ Requirements

• Associate's or Bachelor's degree in Business, Analytics, Statistics, Finance, Data Science, or a related field, or equivalent experience.

• At least 2 years of experience in analytics, business intelligence, workforce analytics, reporting, or contact center analytics.

• Proficient in Microsoft Excel with advanced skills in Pivot Tables, Power Query, XLOOKUP/VLOOKUP, and dashboard creation.

• Strong analytical and problem-solving skills.

• Proven experience in developing reports and delivering actionable business insights.

• Excellent communication and organizational skills.

• Capability to juggle multiple projects and meet deadlines simultaneously.

• Prior experience in the contact center or healthcare industry (preferred).

• Familiarity 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