Arkos Health · 3 days ago

Senior Data Analyst - Contact Center

Phoenix, AZ

Full-time

Remote

Mid, Senior Level

4+ years exp

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Health Care

No H1B

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Responsibilities

Analyze and interpret contact center data, including metrics such as call volume, average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), Net Promoter Score (NPS), and service level agreements (SLAs). Develop and distribute detailed daily, weekly, and monthly reports to provide clear visibility into contact center performance and identify areas for improvement.

Design, build, and maintain interactive dashboards using tools like Tableau, Salesforce, Five9 or similar platforms to provide real-time insights for leadership and frontline teams. Ensure dashboards are intuitive and tailored to meet the specific needs of various stakeholders.

Track and analyze key performance indicators (KPIs) for individual agents, teams, and overall contact center performance. Develop detailed scorecards and performance reports that highlight strengths, pinpoint areas for development, and support coaching efforts.

Work closely with operations and quality assurance teams to identify bottlenecks and inefficiencies in call handling processes. Develop data-driven recommendations for process improvements that enhance service quality, reduce call handling time, and increase member satisfaction.

Implement analytics to track customer advocacy programs and the effectiveness of issue resolution workflows. Provide insights into customer pain points and recommend strategies to improve first call resolution (FCR) and reduce repeat calls.

Develop, deploy, and analyze member experience surveys to gather real-time feedback. Identify key drivers of satisfaction and dissatisfaction, and recommend actionable improvements to enhance the overall member experience.

Qualification

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Healthcare data analyticsContact Center data analyticsDashboard developmentTableauSQLSalesforceFive9Cloud data warehouseHealth plan data analysisStatistical methodsValue-based care modelsQuality metricsExcel

Required

Bachelor’s degree in healthcare administration, Public Health, Statistics, Data Science, Computer Science, Information Technology, or a related field; advanced degree preferred.

At least 4 years (6 years+ preferred) of hands-on experience in healthcare data and Contact Center data analytics, including visualization and report building, Five9 analysis experience preferred.

Proficiency and proven experience with dashboard development using Tableau, Excel, SQL, Excel, Tableau, and Salesforce reporting/dashboarding, including native and CRMA functions, as well as experience with health plan data analysis and statistical methods.

At least 3 years of experience working with cloud data warehouse products like AWS Redshift, ensuring data infrastructure scalability and reliability.

At least 3 years of experience with claims, member, provider, and rx data aspects of healthcare data.

Strong understanding of value-based care models, quality metrics, and health plan data requirements.

Ability to multi-task, shifting back and forth effectively between two or more activities or sources of information.