Director - Contact Center Analytics

March 28

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $125k - $135k / year

⏰ Full Time

🔴 Lead

👔 Director

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Progyny, Inc.

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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.

healthcare • medical • financing • fertility • egg freezing

201 - 500 employees

Founded 2015

⚕️ Healthcare Insurance

🤝 B2B

🧘 Wellness

📋 Description

• Design and implement a robust reporting and analytics program • Document and develop data sources, ensuring validation and accuracy of reporting systems • Serve as a thought leader in analytics, driving change initiatives aligned with company objectives • Ensure alignment with corporate Analytics team methodologies and best practices • Lead and mentor a team of Reporting Analysts and Contact Center Analysts • Partner with existing systems and operational teams supporting the contact center to drive process and performance improvements • Deliver monthly cross-functional insights to leadership team based on data analysis • Develop and manage comprehensive reporting for operational performance, CSAT metrics, member engagement patterns, agent performance, efficiency, and budgeting • Conduct root cause analysis of common issues and developing opportunities for improvement • Implement back-testing methods for staffing models • Develop customer effort score programs with actionable insights • Provide actionable recommendations to improve customer experience and operational efficiency • Design and maintain strategic dashboards for senior leadership

🎯 Requirements

• Bachelor’s degree in business Analytics, Data Science, Operations Management, or a related field (master’s preferred) • 8+ years of experience in analytics, reporting, or a related field, with at least 3 years in a leadership role • Strong expertise in contact center operations and performance metrics • Proficiency in analytics tools and platforms such as SQL, Tableau, Power BI, and Call Miner • Excellent presentation and PowerPoint skills • Proven ability to lead and develop teams in a fast-paced environment • Exceptional communication and cross-functional collaboration skills • Experience in journey mapping and root cause analysis • Ability to lead projects and initiatives based upon the outcomes and findings of the team

🏖️ Benefits

• Paid family and parental leave • Fertility and family building benefits (including egg freezing, IVF, and adoption support) • Family care fund and Parents’ Employee Resource Group • 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 • Access to on-demand legal and financial advice • Company social events • Flex days (3 days a week in the office) • Onsite meals and snacks for employees reporting into our NY office