Contact Center Analyst
HybridChicago, Illinois, United States
Job Summary
Develop and maintain contact center reports, dashboards, and scorecards while analyzing call volume, abandonment rates, service levels, and average handle times. Monitor member satisfaction and quality assurance trends to identify root causes and recommend solutions for operational inefficiencies. Prepare daily, weekly, monthly, and ad hoc reports for leadership and track departmental KPIs and performance goals. Partner with vendors and internal stakeholders to support reporting, system implementation test plans, and workflow redesign initiatives. Ensure compliance with HIPAA and regulatory requirements while managing PII and PHI confidentiality.
Required Qualifications
- A minimum of 3 years of contact center, call center, healthcare customer service, or business analytics experience
- Bachelor's degree in business, Analytics, Healthcare Administration, Information Systems, or related field
- Experience creating and analyzing reports and performance metrics
- Ability to accurately translate technical tasks and requirements to be easily digestible for system end users
- Excellent written, verbal, and non-verbal communication skills, with the ability to collaborate effectively with peers, team leads, leadership, as well as internal and external stakeholders
- Must have strong organizational and time-management skills with the ability to manage competing priorities with attention to detail, productivity, and quality
- A passionate commitment to the Mission, Vision, and Core Values of the SEIU Healthcare IL Benefit Funds
- Sense of grace and humor in the face of challenges
- Awareness of social movements, labor movements, and political issues that impact the organization and the work that we do
- Demonstrated sense of accountability with the ability to work independently, manage up, laterally, and work collaboratively with all levels and across the organization
- A high level of self-awareness and self-mastery when interacting with others
- An exceptional team spirit and positive attitude, along with a high degree of integrity and judgment to earn and keep team confidence and morale
- Intermediate to advanced call center systems, five9 preferred
- Intermediate to advanced text message marketing platforms
- Intermediate to advanced user of benefits administration software, Basys/Bridgeway preferred
- Intermediate to advanced skill level using Microsoft Office Suite (Word, Excel, Outlook, Access and Power Point) including the use of Excel pivot tables and formulas
- Experience with reporting and dashboard tools (Smartsheet or other project management tools)
- Experience working in a hybrid work environment, using a variety of virtual conference platforms to support and demonstrate collaboration and high productivity levels
- Written and verbal fluency in Spanish and/or Polish
Desired Qualifications
- Bachelor's degree in business, Analytics, Healthcare Administration, Information Systems, or related field preferred
- Experience working with contact center technologies preferred
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