Performance Analytics Specialist - Remote(US/Canada)

Sonova AG

7h•$80,000 - $100,000•Remote

About The Position

The Performance Analytics Specialist is responsible for delivering actionable data insights that drive operational performance, patient access, scheduling conversion, workforce optimization, quality improvement, and revenue growth across AudioNova's North America Call Center operations. This role works closely with Operations, Quality Assurance, Training, Workforce Management, Marketing, BPO Partners, and Leadership to develop reporting, analyze trends, identify opportunities, and support strategic decision-making. The Performance Analytics Specialist will play a key role in measuring business performance and ensuring leaders have the information needed to improve patient and business outcomes.

Requirements

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.

Nice To Haves

Contact center or healthcare industry experience.
Experience with Power BI, Tableau, or other business intelligence tools.
Experience with NICE, Calabrio, Webex Contact Center, Salesforce, Microsoft Dynamics, HubSpot, or similar platforms.
Knowledge of workforce management and forecasting concepts.
Experience supporting Operations, QA, Training, and Marketing teams.

Responsibilities

Develop and maintain operational dashboards, scorecards, and performance reports.
Manage daily, weekly, monthly, and quarterly reporting packages.
Maintain and enhance the North America (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, including Schedule Rate, Show-Up Rate, Conversion Rate, Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), Average Handle Time (AHT), Service Level, Answer Rate, Abandonment Rate, Adherence, Occupancy, Quality Scores, and Agent Productivity Metrics.
Partner with Operations Managers and Team Leads to identify performance opportunities.
Conduct root cause analysis on key operational challenges.
Support coaching efforts through agent and team-level reporting.
Identify trends impacting scheduling, conversion, and patient experience.
Evaluate effectiveness of operational improvement initiatives.
Collaborate with QA and Training teams to identify coaching opportunities.
Analyze quality monitoring results and trends.
Measure training effectiveness and new hire ramp performance.
Identify knowledge gaps and recurring call drivers.
Support forecasting and staffing analysis.
Analyze call volume trends and workforce productivity.
Assist with capacity planning initiatives.
Support workforce optimization strategies and reporting.
Analyze lead source performance and conversion effectiveness.
Partner with Marketing to evaluate campaign ROI.
Measure scheduling and conversion performance by lead source, clinic, and geography.
Provide recommendations to improve lead quality and revenue generation.
Support reporting across CRM, telephony, workforce management, QA, AI, and business intelligence platforms.
Assist with implementation of new reporting tools and dashboards.
Support future IVR, IVA, AI, omnichannel, and CRM initiatives.
Partner with business leaders and IT teams on data and reporting requirements.