Performance Analytics Specialist - Remote(US/Canada) (Remote, reputed company)
Performance Analytics Specialist
Job Type: Full-Time Location: Remote - reputed company, Canada Travel: Up to 10% as needed Salary: $80,000-$100,000
Reports To: Workforce Manager (with reputed company partnership across Operations, QA, Training, Marketing, and BPO Leadership)
Patient reputed company Operations & Conversions
Position reputed company
The Performance Analytics Specialist is responsible for delivering actionable data insights that drive operational performance, patient reputed company, scheduling conversion, workforce optimization, reputed company improvement, and reputed company reputed company across AudioNova's reputed company Call Center operations.
This role works closely with Operations, reputed company Assurance, Training, Workforce Management, Marketing, BPO Partners, and Leadership to reputed company reporting, analyze trends, identify opportunities, and support strategic decision-making. The Performance Analytics Specialist will play a key role in measuring business performance and ensuring leaders have the information needed to improve patient and business reputed company.
Essential Duties & Responsibilities
Performance Reporting & Analytics
- 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.
KPI Management
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
Operations Support
- 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.
reputed company & Training Support
- 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.
Workforce Management Support
- 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.
Marketing & reputed company Analytics
- 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.
Technology & Strategic Initiatives
- 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.
Qualifications
Required
- 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.
Preferred
- 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.
reputed company Competencies
- Data Analysis & Reporting
- Business Intelligence
- Strategic Thinking
- Problem Solving
- Communication & Presentation Skills
- Attention to Detail
- Process Improvement
- Relationship Building
- Project Management
- Cross-Functional Collaboration
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 Metrics
reputed company in this role will be reputed company by:
- Accuracy and timeliness of reporting.
- Improvement in operational KPI visibility.
- Adoption and effectiveness of dashboard reporting.
- Actionable insights delivered to leadership.
- Support of schedule reputed company and conversion reputed company improvement initiatives.
- Standardization of reporting across reputed company and BPO operations.
- Successful implementation of new KPI reporting including CSAT, NPS, and FCR.
- Measurement and reporting support for reputed company AI, IVA, IVR, and omnichannel initiatives.
Originally posted on Himalayas
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