Remote Performance Analytics Lead

Sonova USA Inc.; United States; Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) with Company Match

Paid Time Off (PTO)

Paid Holidays

Employee Assistance Program (EAP)

Career Development Opportunities

Employee Discounts

Job summary

Sonova USA Inc. is seeking a Performance Analytics Specialist to deliver actionable data insights for North America Call Center operations and revenue growth.

You will develop dashboards, analyze trends, and support strategic decisions with cross-functional partners across Operations, QA, Training, Workforce Management, Marketing, and Leadership.

Required skills include Power BI/Tableau, Excel, and 2+ years in analytics, with the ability to manage multiple projects simultaneously.

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, business intelligence, 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 North America 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 such as Schedule Rate, CSAT, NPS, FCR, and AHT.
• Collaborate with Operations, QA, Training, and Marketing for reporting needs.
• Support forecasting, capacity planning, and workforce optimization reporting.
• Evaluate the effectiveness of operational improvement initiatives.

Skills

Dashboard reporting

Data analysis

Excel expertise

Communication skills

Project management

Education

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

Tools

Power BI

Tableau

NICE

Calabrio

Salesforce

Job description

Sonova USA Inc. is seeking a Performance Analytics Specialist to deliver actionable data insights for North America Call Center operations and revenue growth.

You will develop dashboards, analyze trends, and support strategic decisions with cross-functional partners across Operations, QA, Training, Workforce Management, Marketing, and Leadership.

Required skills include Power BI/Tableau, Excel, and 2+ years in analytics, with the ability to manage multiple projects simultaneously.