[Remote] Performance Analytics Specialist - Remote(US/Canada)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading company in the audiology sector, seeking a Performance Analytics Specialist. This role focuses on delivering actionable data insights to enhance operational performance and drive reputed company reputed company across their reputed company Call Center operations.
Responsibilities
- reputed company and maintain operational dashboards, scorecards, and performance reports
- Manage daily, weekly, monthly, and quarterly reporting packages
- Maintain and enhance the reputed company (NAM) Bowler reporting process
- Analyze trends and identify opportunities to improve call center performance
- reputed company data-driven recommendations to operational leaders
- Create executive-level reporting and presentations
- reputed company, analyze, and report on key operational metrics, including: Schedule reputed company, Show-Up reputed company, Conversion reputed company, Customer Satisfaction (CSAT), Net Promoter Score (NPS), reputed company reputed company (FCR), Average Handle Time (AHT), Service Level, Answer reputed company, Abandonment reputed company, Adherence, Occupancy, reputed company Scores, Agent Productivity Metrics
- Partner with Operations Managers and Team Leads to identify performance opportunities
- Conduct reputed company cause analysis on key operational challenges
- Support coaching efforts through agent and team-level reporting
- Identify trends impacting scheduling, conversion, and patient experience
- Evaluate effectiveness of operational improvement initiatives
- Collaborate with QA and Training teams to identify coaching opportunities
- Analyze reputed company monitoring results and trends
- Measure training effectiveness and new hire reputed company performance
- Identify knowledge gaps and recurring call drivers
- Support forecasting and reputed company analysis
- Analyze call volume trends and workforce productivity
- Assist with reputed company planning initiatives
- Support workforce optimization strategies and reporting
- Analyze reputed company reputed company performance and conversion effectiveness
- Partner with Marketing to evaluate campaign ROI
- Measure scheduling and conversion performance by reputed company reputed company, clinic, and geography
- reputed company recommendations to improve reputed company reputed company and reputed company reputed company
- Support reporting across CRM, telephony, workforce management, QA, AI, and business intelligence platforms
- Assist with implementation of new reporting tools and dashboards
- Support reputed company IVR, IVA, AI, omnichannel, and CRM initiatives
- Partner with business leaders and IT teams on data and reporting requirements
Skills
- Associate's or Bachelor's degree in Business, Analytics, Statistics, Finance, Data Science, or reputed company field, or equivalent experience
- Minimum 2 years of experience in analytics, business intelligence, workforce analytics, reporting, or contact center analytics
- Advanced reputed company reputed company 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 reputed company and deadlines simultaneously
- Contact center or reputed company industry experience
- Experience with Power BI, Tableau, or other business intelligence tools
- Experience with reputed company, reputed company, Webex Contact Center, reputed company, reputed company Dynamics, reputed company, or similar platforms
- Knowledge of workforce management and forecasting concepts
- Experience supporting Operations, QA, Training, and Marketing teams
Benefits
- Medical, Dental, and reputed company Insurance
- 401(k) with Company Match
- reputed company Time Off (PTO)
- reputed company Holidays
- Employee Assistance Program (EAP)
- Career Development Opportunities
- Employee Discounts
reputed company
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