Skip to content
Director – Contact Center Analytics
| Company | Progyny |
|---|
| Location | New York, NY, USA |
|---|
| Salary | $125000 – $135000 |
|---|
| Type | Full-Time |
|---|
| Degrees | Bachelor’s, Master’s |
|---|
| Experience Level | Senior, Expert or higher |
|---|
Requirements
- Bachelor’s degree in business Analytics, Data Science, Operations Management, or a related field (master’s preferred).
- 8+ years of experience in analytics, reporting, or a related field, with at least 3 years in a leadership role.
- Strong expertise in contact center operations and performance metrics.
- Proficiency in analytics tools and platforms such as SQL, Tableau, Power BI, and Call Miner.
- Excellent presentation and PowerPoint skills.
- Proven ability to lead and develop teams in a fast-paced environment.
- Exceptional communication and cross-functional collaboration skills.
- Experience in journey mapping and root cause analysis.
- Ability to lead projects and initiatives based upon the outcomes and findings of the team.
Responsibilities
- Design and implement a robust reporting and analytics program.
- Document and develop data sources, ensuring validation and accuracy of reporting systems.
- Serve as a thought leader in analytics, driving change initiatives aligned with company objectives.
- Ensure alignment with corporate Analytics team methodologies and best practices.
- Lead and mentor a team of Reporting Analysts and Contact Center Analysts.
- Partner with the existing systems and operational teams supporting the contact center to drive process and performance improvements with agents, systems, or member journeys.
- Deliver monthly cross-functional insights to the leadership team based on data analysis and journey mapping member engagements.
- Develop and manage comprehensive reporting for: Operational Performance (Call Volume, Demand Forecasting, Service Levels, FCR, etc.), CSAT and Quality Metrics (QA Scores, Customer Effort Scores, etc.), Member Engagement Patterns (communications, channels, cases trends, etc.), Agent Performance (Occupancy, Adherence, Coaching, Development Needs, etc.), Efficiency and Productivity (Cost per contact, Resolution Time by Channel, etc.), Forecasting and Budgeting (staffing needs, etc.).
- Conduct root cause analysis of common issues.
- Utilizing existing tools along with data trends to understand sentiment and develop opportunities for improvement by call type, treatment type, etc.
- Implement back-testing methods to ensure accuracy in staffing models.
- Develop customer effort score programs with actionable insights and plans to elevate the white-glove service experience.
- Design and maintain strategic dashboards for senior leadership.
- Provide actionable recommendations to improve customer experience and operational efficiency.
Preferred Qualifications
- Master’s degree in business Analytics, Data Science, Operations Management, or a related field.
