Contact Center Analyst

Hospital for Special Surgery; New York (NY); On-site; USD 99,000 - 150,750; Full time

Job summary

A top-ranked orthopedic hospital in New York is seeking a Performance Analyst to enhance contact center operations. You will develop and manage reporting dashboards and support real-time operations through performance analysis. The ideal candidate has a bachelor's degree and substantial experience with contact center analytics. This role provides a collaborative environment for those passionate about healthcare. A comprehensive knowledge of KPIs and reporting tools like Avaya and Power BI is required.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Experience in healthcare, IT, analytics, or operations preferred.
• Certification in Avaya reporting is beneficial.

Responsibilities

• Develop dashboards and reports for key metrics.
• Monitor operational health and initiate corrective actions.
• Analyze routing logic for impact on metrics.

Skills

Contact center KPIs understanding

Real-time reporting experience

Advanced Excel skills

Middleware routing knowledge

Root cause analysis skills

Strong communication skills

Documentation discipline

Education

Bachelor’s degree in relevant field

Tools

Avaya reporting tools

Power BI

Tableau

Job description

How you move is why we’re here. ® Now more than ever. Get back to what you need and love to do. The possibilities are endless. If this describes you then let’s talk!

Hospital for Special Surgery (HSS) is consistently among the top‑ranked hospitals for orthopedics and rheumatology. A recipient of the Magnet Award for Nursing Excellence, HSS offers an innovative, supportive, and inclusive environment for all career levels.

Emp Status: Regular Full time

Work Shift: Day (United States of America)

Compensation Range: $99,000.00 - $150,750.00 (salary will be based on experience, education, and other factors). Additional benefits apply.

What you will be doing

Position And Unit Accountabilities

• Develops and Manages Processes and Systems:
  • Contact Center Performance Analytics: Develop and maintain dashboards and reports for key metrics such as service level, ASA, abandon rate, AHT, ACW, first call resolution, transfer rate, utilization, adherence, quality scores, and customer satisfaction.
  • Real‑Time Operations Support: Monitor operational health and identify degradation patterns; partner with Operations and Engineering to initiate corrective actions.
  • CCT Pro Performance and Routing Analytics: Analyze routing logic, omni‑channel rules, and agent desktop behaviors for impact on key metrics and customer experience.
  • Routing and IVR Optimization Support: Recommend improvements to call flows, skill and routing strategies, and menu design based on data.
  • Cross‑Platform Journey Analysis: Trace interactions across CCT Pro, Avaya, CRM platforms, and downstream workflows to understand call drivers, transfers, handoffs, and failure points.
  • Root Cause and Trend Analysis: Perform deep dives on performance shifts, call drivers, repeat contacts, and failure demand to produce insights and recommendations.
  • Requirements Translation: Translate operational needs into user stories for Engineering, including routing changes, IVR updates, and reporting enhancements.
  • KPI Definition and Governance: Support definition and standardization of KPI logic and reporting cadence.
  • Data Quality and Integrity: Validate report accuracy, collaborate with Engineering to resolve data pipeline issues, and ensure alignment across reporting outputs.
• Supports Department Activities:
  • Stakeholder Enablement: Provide insights, reporting packs, and training to leaders and supervisors.
  • Operational Support for Platform Changes: Validate and monitor changes in CCT Pro, Avaya, and reporting.
  • Incident and Change Support: Assist in documentation and analysis for incidents and changes affecting performance.
  • Troubleshooting Support: Triage performance issues related to CCT Pro logic, Avaya behavior, CRM friction, or system dependencies.
  • Vendor and Partner Coordination: Collaborate with IT vendors for enhancements and operational improvements.
  • Documentation: Maintain metric definitions, reporting catalogs, and operational runbooks.
• Upholds Standards and Expectations of Staff:
  • Promotes a welcoming environment through courteous communication and respect.
  • Reports for duty punctually and maintains satisfactory attendance.
  • Participates in staff meetings.
• Participates in Education:
  • Stays current on contact center trends, performance management, and platform capabilities.
  • Provides orientation, in‑service training, and continuing education for users.

Education Required

Bachelor’s degree or equivalent experience. Training or certifications in contact center reporting and analytics platforms are a plus.

Education Preferred

Healthcare, IT, analytics, operations, or related field.

Certifications And Licensure Preferred

• Avaya reporting and analytics training or certification.
• Verint quality management and workforce management analytics training.

Skills Required

• Strong understanding of contact center KPIs and operational levers.
• Experience building real‑time and historical reports, scorecards, and executive summaries.
• Advanced Excel skills and comfort with reporting tools and datasets.
• Working knowledge of middleware routing logic and agent desktop workflows.
• Knowledge of Avaya reporting concepts.
• Root cause analysis and recommendation skills.
• Strong communication and stakeholder management.
• Strong documentation and process discipline.

Skills Preferred

• Experience supporting routing strategy analysis across middleware and Avaya layers.
• Familiarity with call recording and quality management analytics.
• Familiarity with workforce management concepts.
• Experience analyzing drivers across CRM and clinical workflows (Epic).
• Visio proficiency for process visualization.
• Basic SQL or BI tool exposure (Power BI, Tableau).
• Familiarity with event and interaction data feeds for near‑real‑time reporting.

Non-Discrimination Policy

Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, HSS provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by law or accreditation standards.