Works within a Patient Engagement Center (PEC) that helps promote overall health and well-being of physical therapy patients. In this multi-channel (IB/OB phone, email, chat) contact center, the PEC Operations Analyst will report to the Vice President, Patient Engagement Center and will be responsible for developing accurate, real-time reporting that provides visibility into the PEC team’s performance and business intelligence for the enterprise. There are four key areas in which the Operations Analyst will support the PEC team: preparing and maintaining routine reporting and dashboards; collaborating with HR and finance on incentive and growth program management; conducting ad hoc analyses on an as needed basis; and managing our workforce management forecasting and scheduling tool. In this role, the Operations Analyst will be a strong team player and multi-tasker working closely with PEC VP and all members of the PEC team. 

Your responsibilities will include:

• Develop and optimize reports to track daily, weekly, monthly, quarterly progress toward established KPIs  

• Create dashboards for Advocate consumption as well as rollups of dashboard information for manager/VP utilization 

• Understand trends and provide insights that enable the VP and managers to be proactive with process improvement and performance enhancement 

• Continuously evolve reports to ensure automation and integration with other applications used across the business 

• Provide strategic data analysis that guides decisions and actions based on insights 

• Collaborate with internal Reporting/Analytics and Finance teams to confirm accuracy of data flowing from contact center systems into the corporate data lake 

• Develop and support PEC-specific trackers for metrics not captured in automated reporting, including attendance, corrective actions, etc. 

• Calculate timely payouts for incentive plans and confirm Advocate eligibility for leveling up in growth system 

• Oversee Workforce Management system to accurately forecast call volume and staffing needs and recommend optimal staffing plans/shifts to ensure call answer rate and abandonment rate meet or exceed targets 

• Perform other duties as assigned 

To excel in this role, you should possess:

• College degree plus 3-5 years’ experience as an analyst supporting contact center operations 

• Experience with contact center telephony and WFM applications as well as business intelligence tools such as Power BI 

• Exceptional data management and Excel skills 

• Demonstrated experience working with large volumes of data and translating data into strategic insights and easily consumed information 

• Proven analytical, critical thinking, problem-solving, and quantitative abilities 

• Tenure in previous analyst positions of at least 2-3 years 

• Excellent verbal and written communication skills 

• Attention to detail 

• Ability to multi-task and work in a fast-paced environment 

• Must be technically savvy, with demonstrated experience working with multiple systems and apps 

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