Performance Analytics Specialist

🕒 July 25

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Sonova Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1947

🏥 Healthcare

🧬 Biotechnology

Healthcare • Biotechnology • Consumer Hearing

Sonova Group is a global leader in innovative hearing care solutions, providing a range of products including personal audio devices, hearing aids, cochlear implants, and audiological care services. Established in 1947 and headquartered in Stäfa, Switzerland, Sonova operates through multiple business units such as Hearing Instruments and Audiological Care, alongside well-known brands like Phonak and Unitron. With a presence in over 100 countries, Sonova is dedicated to improving the lives of those with hearing loss through advanced technology and comprehensive care.

📋 Description

• 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, 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. • Collaborate with QA and Training teams to identify coaching opportunities.

🎯 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. • Contact center or healthcare industry experience (preferred). • Experience with Power BI, Tableau, or other business intelligence tools (preferred). • Experience with NICE, Calabrio, Webex Contact Center, Salesforce, Microsoft Dynamics, HubSpot, or similar platforms (preferred).

🏖️ 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