Contact Center Analytics & Optimization Specialist

Hospital for Special Surgery

New York, Northern (NY, KY)

Hybrid

USD 102,000 - 155,000

Full time

7 days ago

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Job summary

Hospital for Special Surgery in New York seeks a Senior Contact Center Analytics Specialist to own reporting, dashboards, and KPI governance across routing, staffing, and customer experience. You will translate operational needs into technical requirements and validate data quality.

3+ years in analytics, healthcare or contact centers, with strong Excel, Power BI, and SQL skills, are preferred. This is a full-time day-shift role offering competitive pay, benefits, and opportunities to impact

Qualifications

Education Required Bachelor’s degree or equivalent experience.
Education Preferred Healthcare, IT, analytics, operations, or related field.
Certifications in Avaya reporting and analytics or Verint analytics preferred.

Responsibilities

Develops and Manages Processes and Systems.
Contact Center Performance Analytics: develop dashboards and reporting for key metrics such as service level, ASA, abandon rate, AHT, ACW, first call resolution, transfer rate, utilization, adherence, quality scores, and customer satisfaction measures.
Real-Time Operations Support: monitor real-time operational health and partner to initiate corrective actions.
Root Cause and Trend Analysis: perform deep-dive analyses on performance shifts and call drivers.
Requirements Translation: translate needs into clear requirements and user stories for Engineering.