Contact Center Business Analyst

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $70k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

👻 Ghost score 0%

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Progyny, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Progyny, Inc. is a company that provides comprehensive reproductive health benefits with a focus on fertility, family building, and women's reproductive health. Their services include flexible and equitable fertility benefits such as IVF, IUI, adoption, and surrogacy, catering to a global workforce. Progyny is dedicated to achieving superior clinical outcomes and exceptional member experiences through their data-driven model. They offer an extensive network of providers, ensuring high-quality, accessible care. Progyny supports over 460 companies with varied industries, aiming to redefine employer benefits with solutions that encompass every stage of life, from preconception to menopause.

📋 Description

• Interpret engagement data to understand the customer journey through the contact center • Analyze trends and patterns to identify root causes of inefficiencies and suboptimal performance • Provide actionable insights connecting Contact Center data to the Member Experience Program • Develop journey maps for systems, products, and member experiences through the contact center process • Create dashboards and visualizations to track member progression and evaluate pilots and initiatives in real time • Identify process improvement opportunities based on data analysis and customer engagement trends • Collaborate with Member Experience teams to improve call center efficiency and member satisfaction • Identify value and strategic opportunities for the contact center • Review contact interactions to determine drivers and support a more proactive approach • Align initiatives with strategic goals and improve member experience • Develop visualizations and dashboards for data insights • Create PowerPoint presentations for executive leadership and stakeholders • Communicate findings to cross-functional teams

🎯 Requirements

• 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, including Tableau and Power BI • Strong proficiency in Microsoft PowerPoint and ExcelVault • Excellent analytical and problem-solving skills • Experience with call center operations and member experience programs is a plus • Solid communication and collaboration skills • Must be based in the United States • Must be authorized to work in the United States without sponsorship, now or in the future • Progyny is unable to provide visa sponsorship

🏖️ Benefits

• Paid family and parental leave • Preconception, fertility and family building benefits, including egg freezing, IVF, and adoption support • Family and pet care fund • Menopause and midlife care • Health, dental, vision and life insurance options for employees and family • Free in-person, virtual and text-based mental health and wellness support • Paid time off, including vacation, sick leave, personal days and summer flex time • Company equity • Bonus program • 401(k) plan with company match • On-demand legal and financial advice • Learning and development programs • Mentorship program • Company social events, including annual volunteer day and donation matching • Flex days, with 3 days a week in the office for employees reporting into the NY office • Onsite meals and snacks for employees reporting into the NY office