Performance Analytics & Insights Lead

United States Digital Space LLC; United States; Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Match

PTO

Paid Holidays

EAP

Job summary

AudioNova is hiring a Performance Analytics Specialist to deliver actionable data insights that drive operations, patient access, scheduling conversion, workforce optimization, and revenue growth across North America call center operations.

You will work with Ops, QA, Training, Workforce Management, Marketing, and leadership to develop reporting, analyze trends, and support strategic decision-making. Remote role in the US/Canada with up to 10% travel.

Qualifications

• Associate's or Bachelor's degree in Business, Analytics, Statistics, Finance, Data Science, or related field, or equivalent experience.
• Minimum 2 years of experience in analytics, BI, workforce analytics, reporting, or contact center analytics.
• Advanced Microsoft Excel skills including Pivot Tables, Power Query, XLOOKUP/VLOOKUP, and dashboard development.
• Strong analytical and problem-solving abilities.
• Experience developing reports and presenting actionable business insights.
• Strong communication and organizational skills.
• Ability to manage multiple projects and deadlines simultaneously.

Responsibilities

• Develop and maintain operational dashboards, scorecards, and performance reports.
• Manage daily, weekly, monthly, and quarterly reporting packages.
• Maintain and enhance the NAM Bowler reporting process.
• Analyze trends and identify opportunities to improve call center performance.
• Provide data-driven recommendations to operational leaders.
• Create executive-level reporting and presentations.
• Track, analyze, and report on key operational metrics (Schedule Rate, Show-Up Rate, Conversion Rate, CSAT, NPS, FCR, AHT, Service Level, Answer Rate, Abandonment, Adherence, Occupancy, Quality Scores, Agent Productivity).
• Support forecasting, staffing analysis, and KPI visibility improvements.

Skills

Advanced Excel

Analytics

Reporting

Communication

Project management

Problem solving

Education

Associate's or Bachelor's degree in Business/Analytics/Statistics/Finance/Data Science

Tools

Power BI

Tableau

NICE

Calabrio

Webex CC

Salesforce

Microsoft Dynamics

HubSpot

Job description

AudioNova is hiring a Performance Analytics Specialist to deliver actionable data insights that drive operations, patient access, scheduling conversion, workforce optimization, and revenue growth across North America call center operations.

You will work with Ops, QA, Training, Workforce Management, Marketing, and leadership to develop reporting, analyze trends, and support strategic decision-making. Remote role in the US/Canada with up to 10% travel.