Contact Center Analytics & Performance Specialist

Seiuhcbenfund; Chicago, Northern (IL, KY); Hybrid; USD 30,000 - 47,000; Full time

Benefits offered by this job

Health benefits

Pension plan

Paid time off

Job summary

SEIU Healthcare IL Benefit Funds seeks a Contact Center Analyst in the Member Services department. The role focuses on analyzing contact center performance, KPIs, and trends to improve efficiency and member satisfaction.

The analyst partners with vendor and internal teams to support reporting and process improvements. The position requires 3+ years in a related field, a bachelor’s degree (preferred), and strong skills in data analysis, reporting, and communication.

Qualifications

• Minimum of 3 years of contact center, call center, healthcare customer service, or business analytics experience.
• Bachelor's degree in business, analytics, healthcare administration, information systems, or related field preferred.
• Experience creating and analyzing reports and performance metrics.

Responsibilities

• Develop and maintain contact center reports, dashboards, and scorecards.
• Analyze call volume, abandonment rates, service levels, AHT and ACW metrics.
• Monitor member satisfaction and quality assurance trends.
• Prepare regular leadership reports (daily to ad hoc).
• Identify trends and opportunities for contact center improvement.
• Provide analytical support as a data resource for the Member Service Department.

Skills

Data analysis

Communication skills

translated technical tasks

Education

Bachelor's degree

Tools

Five9

Basys/Bridgeway

Excel

Smartsheet

Job description

SEIU Healthcare IL Benefit Funds seeks a Contact Center Analyst in the Member Services department. The role focuses on analyzing contact center performance, KPIs, and trends to improve efficiency and member satisfaction.

The analyst partners with vendor and internal teams to support reporting and process improvements. The position requires 3+ years in a related field, a bachelor’s degree (preferred), and strong skills in data analysis, reporting, and communication.