Performance Analytics Specialist
Job Type: Full-Time
Location: Remote - United States, Canada
Travel: Up to 10% as needed
Salary: $80,000-$100,000
Reports To: Workforce Manager (with direct partnership across Operations, QA, Training, Marketing, and BPO Leadership)
Patient Revenue Operations & Conversions
Position Overview
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.
Essential Duties & Responsibilities
Performance Reporting & Analytics
- 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.
KPI Management
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
- Agent Productivity Metrics
Operations Support
- 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.
Quality & Training Support
- 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.
Workforce Management Support
- Support forecasting and staffing analysis.
- Analyze call volume trends and workforce productivity.
- Assist with capacity planning initiatives.
- Support workforce optimization strategies and reporting.
Marketing & Lead Analytics
- 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.
Technology & Strategic Initiatives
- 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.
Qualifications
Required
- 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.
Preferred
- 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.
Core Competencies
- Data Analysis & Reporting
- Business Intelligence
- Strategic Thinking
- Problem Solving
- Communication & Presentation Skills
- Attention to Detail
- Process Improvement
- Relationship Building
- Project Management
- Cross-Functional Collaboration
Benefits
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Paid Time Off (PTO)
- Paid Holidays
- Employee Assistance Program (EAP)
- Career Development Opportunities
- Employee Discounts
Success Metrics
Success in this role will be measured by:
- Accuracy and timeliness of reporting.
- Improvement in operational KPI visibility.
- Adoption and effectiveness of dashboard reporting.
- Actionable insights delivered to leadership.
- Support of schedule rate and conversion rate improvement initiatives.
- Standardization of reporting across North America and BPO operations.
- Successful implementation of new KPI reporting including CSAT, NPS, and FCR.
- Measurement and reporting support for future AI, IVA, IVR, and omnichannel initiatives.
