Contact Center Business Analyst
Job Summary
Analyzing data to enhance call center performance, the full-time Contact Center Business Analyst will identify trends, develop journey maps, and collaborate with Member Experience teams to drive strategic improvements in a remote setting.
Key responsibilities
- Interpret engagement data to identify root causes of inefficiencies and provide actionable insights
- Develop journey maps and create dashboards to track member progression and evaluate pilot initiatives
- Collaborate with teams to identify process improvements and enhance call center efficiency and member satisfaction
Required qualifications
- 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 and Excel
- Experience with call center operations and member experience programs is a plus
- Solid communication and collaboration skills
Complete Job Description
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