Contact Center Performance & Analytics Lead

Kaiser Permanente; Renton (WA); On-site; USD 65,000 - 90,000; Full time

Job summary

Kaiser Permanente in Renton, WA seeks a data-savvy professional to maintain KPIs in contact centers and regional operations. You will monitor contact volumes, staffing requirements, and adherence, adjusting resources to meet targets while sharing insights with teams.

The role supports ongoing training, tool implementations, and escalation of issues; contributing to improved service quality and contract compliance across regions.

Qualifications

• Associates degree and 3–4 years in customer service or related field.
• Experience with data analysis and reporting preferred.
• Ability to monitor KPIs and forecast staffing needs.
• Strong communication and collaboration skills.
• Proficient in MS Office and data tools.
• Detail-oriented with problem solving.

Responsibilities

• Maintain KPIs in contact centers by monitoring volume of contacts and staffing requirements and making adjustments to meet KPIs.
• Track schedule adherence and escalate any net staffing gaps caused by absences or offline exceptions.
• Review and share metrics with team; monitor policies to ensure contract compliance.
• Collaborate with team and stakeholders to address trends and incorporate into forecasts.
• Monitor offline activities and allocate resources; report technical issues related to systems.
• Support training efforts on software and procedures and implement solutions.
• Identify trends and report opportunities for performance improvement.

Skills

Stress Tolerance

Compassion

Time Management

Quality Assurance

Member Service

Data Entry

Relationship Building

Work Process Design

Computer Literacy

Microsoft Office

Education

Associate’s degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field

Tools

Excel

Cognos

Tableau

Microsoft Office

Job description

Kaiser Permanente in Renton, WA seeks a data-savvy professional to maintain KPIs in contact centers and regional operations. You will monitor contact volumes, staffing requirements, and adherence, adjusting resources to meet targets while sharing insights with teams.

The role supports ongoing training, tool implementations, and escalation of issues; contributing to improved service quality and contract compliance across regions.