Remote Performance Analytics Lead

Sonova Group; United States; Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical Insurance

401(k) with Company Match

PTO

Paid Holidays

Employee Assistance Program (EAP)

Career Development Opportunities

Employee Discounts

Job summary

Sonova is seeking a Performance Analytics Specialist to deliver actionable data insights across North America Call Center operations, driving patient access, scheduling conversions, workforce optimization, quality improvement, and revenue growth. You will partner with Operations, QA, Training, Marketing, and BPO leadership to develop reporting, analyze trends, and support strategic decision-making.

You will measure business performance and ensure leaders have the information needed to improve

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.

Responsibilities

• Develop and maintain operational dashboards, scorecards, and performance reports.
• Manage daily, weekly, monthly, and quarterly reporting packages.
• Maintain and enhance 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.

Skills

Data Analysis & Reporting

Business Intelligence

Strategic Thinking

Problem Solving

Communication & Presentation Skills

Attention to Detail

Process Improvement

Relationship Building

Project Management

Cross-Functional Collaboration

Education

Bachelor's degree in Business/Analytics/Data Science

Tools

Power BI

Tableau

NICE

Calabrio

Webex Contact Center

Salesforce

Microsoft Dynamics

HubSpot

Job description

Sonova is seeking a Performance Analytics Specialist to deliver actionable data insights across North America Call Center operations, driving patient access, scheduling conversions, workforce optimization, quality improvement, and revenue growth. You will partner with Operations, QA, Training, Marketing, and BPO leadership to develop reporting, analyze trends, and support strategic decision-making.

You will measure business performance and ensure leaders have the information needed to improve