Contact Center Business Analyst

Progyny, Inc.; United States; On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Family benefits

Menopause care

Insurance options

Mental health support

Paid time off

Company equity

Bonus program

401(k) plan with company match

Legal and financial advice

Learning and development

Mentorship program

Volunteer day

Flex days in NY office

Job summary

Progyny, Inc. is seeking a Contact Center Business Analyst to analyze data, identify trends, and provide actionable insights to improve call center performance and member experience.

The role emphasizes journey mapping, dashboard creation, and cross-functional collaboration to drive strategic improvements. The candidate should have 3+ years of data analysis experience, expertise in Tableau/Power BI and strong presentation skills to communicate findings to executives.

Qualifications

• Bachelor’s degree in business analytics, data science or related field.
• 3+ years of experience in data analysis or business analysis.
• Strong proficiency in data visualization tools (Tableau, Power BI) and Microsoft PowerPoint as well as ExcelVault.

Responsibilities

• Analyze data to identify trends and root causes of suboptimal performance in the contact center.
• Develop journey maps for systems, products and member experiences from inception through the contact center process.
• Create dashboards and visualizations to track member progression and evaluate pilot initiatives.
• Proactively identify opportunities for process improvements and collaborate with Member Experience teams to boost efficiency.
• Develop compelling visualizations and PowerPoint presentations for executive leadership and stakeholders.

Skills

Data analysis

Call center ops

Journey mapping

Cross-functional collaboration

Stakeholder communication

Data storytelling

Education

Bachelor’s degree in business Analytics, Data Science, or a related field

Tools

Tableau

Power BI

PowerPoint

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...

• 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).
• 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.
• 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.
• 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.
• 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 toempower healthier, supported journeys through transformative fertility, family building and women’s health benefits.

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 eventsto 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 anEqual Opportunity and AffReative Action employer.We respect and seek to empower each individual and support the diverse cultures, perspectives,skillsand 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.

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to [e-mail].