Contact Center Analytics & Performance Analyst

Local 4 SEIU Health & Welfare Fund; Chicago (IL); On-site; USD 60,000 - 80,000; Part time

Job summary

SEIU Healthcare IL Benefit Funds in Chicago, IL seeks a Contact Center Analyst to analyze performance, monitor KPIs, and provide actionable recommendations to improve efficiency, service quality, and member satisfaction. You will partner with operations, training, and tech teams to support reporting and continuous improvement.

The role requires 3+ years in contact center analytics or healthcare analytics, a bachelor's degree, and strong communication skills; experience with Five9, dashboards,

Qualifications

• 3+ years in contact center, healthcare customer service, or business analytics.
• Bachelor's degree in business, Analytics, Healthcare Administration, Information Systems, or related field preferred.
• Experience creating and analyzing reports and performance metrics.
• Experience with contact center technologies preferred.
• Ability to translate technical tasks for end users clearly.
• Excellent written, verbal, and non-verbal communication skills.

Responsibilities

• Develop and maintain contact center reports, dashboards, and scorecards.
• Analyze call volume, abandonment rates, service levels, AHT, ACW, and other metrics.
• Monitor member satisfaction and quality assurance trends.
• Prepare daily, weekly, monthly, quarterly, and ad hoc reports for leadership.
• Identify trends, root causes, and opportunities for contact center improvement.
• Provide analytical support and serve as a data/resource for the Member Service Department.
• Coordinate with stakeholders for new system implementations, upgrades, and maintenance.
• Ensure HIPAA compliance and document workflows across departments.

Skills

Analytical thinking

Communication skills

Collaboration

Spanish/Polish language skills

Education

Bachelor's degree in business/analytics/healthcare

Tools

Five9

Text message marketing platforms

Basys/Bridgeway

Microsoft Office (Excel pivot tables)

Smartsheet

Job description

SEIU Healthcare IL Benefit Funds in Chicago, IL seeks a Contact Center Analyst to analyze performance, monitor KPIs, and provide actionable recommendations to improve efficiency, service quality, and member satisfaction. You will partner with operations, training, and tech teams to support reporting and continuous improvement.

The role requires 3+ years in contact center analytics or healthcare analytics, a bachelor's degree, and strong communication skills; experience with Five9, dashboards,