Contact Center Business Analyst

Progyny, Inc.•New York, NY

3d•$70,000 - $85,000•Hybrid

About The Position

The Contact Center Business Analyst will play a key role in analyzing data, identifying trends, and providing actionable insights to improve call center performance and member experience. This position requires a proactive approach to understanding the customer journey, identifying root causes of suboptimal performance, and collaborating with Member Experience teams to enhance efficiency and drive strategic improvements.

Requirements

Bachelor’s degree in business Analytics, Data Science, or a related field
3+ years of experience in data analysis, business analysis, or a related role
Strong proficiency in data visualization tools (Tableau, Power BI) and Microsoft PowerPoint as well as Excel
Excellent analytical and problem-solving skills
Solid communication and collaboration skills
Candidates must be based in the United States.
Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

Nice To Haves

Experience with call center operations and member experience programs a plus

Responsibilities

Interpret engagement data to understand the customer journey through the contact center.
Analyze trends and patterns to identify root causes of inefficiencies and suboptimal performance.
Provide actionable insights to connect Contact Center data to the Member Experience Program (MXP).
Develop journey maps for systems, product, and member experiences from inception through the contact center process, up and including the expected outcomes.
Create dashboards and visualizations to track member progression and evaluate the impact of pilots and other initiatives in real-time.
Ensure insights drive meaningful improvements in member experience during and after pilot initiatives.
Identify opportunities for process improvements based on data analysis and customer engagement trends.
Collaborate with Member Experience teams to enhance call center efficiency and member satisfaction.
Support the identification of value and strategic opportunities for the contact center.
Review current contact interactions to determine drivers and shift toward a more proactive approach.
Work collaboratively with teams to ensure selected initiatives align with strategic goals and improve member experience.
Develop compelling visualizations and dashboards to present data insights.
Create impactful PowerPoint presentations for executive leadership and stakeholders.
Communicate findings clearly and effectively to cross-functional teams.

Benefits

Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
Menopause and midlife care
Health, dental, vision and life insurance options for employees and family
Free in-person, virtual and text-based mental health and wellness support
Paid time off, including vacation, sick leave, personal days and summer flex time
Company equity
Bonus program
401(k) plan with company match
Access to on-demand legal and financial advice
Learning and development programs to help you grow professionally and a mentorship program
Company social events to include annual volunteer day and donation matching