Contact Center Analytics Analyst — Real-Time Insights

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

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.