Contact Center Business Analyst

Progyny, Inc; New York (NY); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

Family friendly benefits

Bonus program

401(k) plan with company match

Learning and development programs

Job summary

Progyny, Inc. in New York is seeking a Contact Center Business Analyst to analyze data, identify trends, and deliver actionable insights to boost call center performance and member experience.

You will build dashboards, map journeys, and partner with MXP teams to drive pilots and improve processes. A Bachelor's in analytics or data science and 3+ years' experience are required.

Qualifications

• Bachelor's degree in business Analytics, Data Science, or a related field.
• 3+ years of experience in data analysis, business analysis, or a related role.
• Strong proficiency in data visualization tools (Tableau, Power BI) and Microsoft PowerPoint as well as Excel.
• Excellent analytical and problem-solving skills.
• Experience with call center operations and member experience programs a plus.
• Solid communication and collaboration skills.

Responsibilities

• Interpret engagement data to understand the customer journey.
• Create dashboards and visualizations to track member progression and pilots.
• Identify opportunities for process improvements based on data trends.
• Collaborate with teams to shift toward proactive engagement.
• Develop compelling visualizations and present findings to leadership.

Skills

Data analysis

Analytical thinking

Communication

Collaboration

Tableau

Power BI

PowerPoint

Excel

Education

Bachelor's degree in business analytics or data science

Tools

Tableau

Power BI

Excel

Job description

Thank you for considering Progyny! The Contact Center Business Analyst will play a key role in analyzing data, identifying trends, and providing actionable insights to improve call center performance and member experience. This position requires a proactive approach to understanding the customer journey, identifying root causes of suboptimal performance, and collaborating with Member Experience teams to enhance efficiency and drive strategic improvements.

What you’ll do

1. Data Analysis and Insights Interpret engagement data to understand the customer journey through the contact center. Analyze trends and patterns to identify root causes of inefficiencies and suboptimal performance. Provide actionable insights to connect Contact Center data to the Member Experience Program (MXP).
2. Journey Mapping and Member Progression Develop journey maps for systems, product, and member experiences from inception through the contact center process, up and including the expected outcomes. Create dashboards and visualizations to track member progression and evaluate the impact of pilots and other initiatives in real-time. Ensure insights drive meaningful improvements in member experience during and after pilot initiatives.
3. Process Improvement Identify opportunities for process improvements based on data analysis and customer engagement trends. Collaborate with Member Experience teams to enhance call center efficiency and member satisfaction. Support the identification of value and strategic opportunities for the contact center.
4. Proactive and Strategic Approach Review current contact interactions to determine drivers and shift toward a more proactive approach. Work collaboratively with teams to ensure selected initiatives align with strategic goals and improve member experience.
5. Visualization and Communication Develop compelling visualizations and dashboards to present data insights. Create impactful PowerPoint presentations for executive leadership and stakeholders. Communicate findings clearly and effectively to cross-functional teams.

About you

• Bachelor’s degree in business Analytics, Data Science, or a related field
• 3+ years of experience in data analysis, business analysis, or a related role
• Strong proficiency in data visualization tools (Tableau, Power BI) and Microsoft PowerPoint as well as ExcelVault
• Excellent analytical and problem-solving skills
• Experience with call center operations and member experience programs a plus
• Solid communication and collaboration skills

Please note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

About Progyny

Progyny (Nasdaq: PGNY) is a global leader in women's health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians. Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs. Our mission is to empower healthier, supported journeys through transformative fertility, family building and women's health benefits. Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com.

Our perks

• Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents' Employee Affiliation Group Menopause and midlife care Health, dental, vision and life insurance options for employees and family
• Free in-person, virtual and text-based mental health and wellness support
• Paid time off, including vacation, sick leave, personal days and summer flex time
• Company equity
• Bonus program
• 401(k) plan with company match
• Access to on-demand legal and financial advice
• Learning and development programs to help you grow professionally and a mentorship program
• Company social events to include annual volunteer day and donation matching
• Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

In compliance with New York City's Wage Transparency Law, the annual salary [wage] range for NYC-based applicants is: $70,000 - $85,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.

Progyny is proud to be an Equal Opportunity and Aff... We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.

Progyny is proud to be an Equal Opportunity and Aff... We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.

Thank you for your interest in Progyny!