Contact Center Data Analyst III

Role overview Lead complex data analysis for business operations, with a strong emphasis on dashboards and reporting for contact center performance. You’ll combine data from multiple systems, develop useful business measures, and turn findings into reports and recommendations for leaders. The position also supports data quality, regulatory reporting, and the development of other analysts.

Responsibilities - Extract, load, model, and reconcile large datasets from multiple platforms and sources. - Build and maintain Power BI dashboards, visualizations, and reports for call center analytics and other operational needs. - Analyze data across areas such as claims, provider and member information, clinical programs, quality measures, pharmacy, or external reporting. - Identify operational impacts, emerging trends, data issues, and opportunities for improvement, and share findings with management. - Perform data quality reviews and analysis to support state and federal reporting requirements. - Help train and mentor data analysts and contribute to project implementation.

Requirements - Bachelor’s degree in a related field or equivalent experience. - At least four years of statistical or data analysis experience. - Intermediate SQL skills, including writing queries from scratch, and experience creating Power BI reports and visualizations. - Ability to model, analyze, and communicate data findings; healthcare and contact center data experience are strongly preferred. - Must be authorized to work in the United States without current or future employment visa sponsorship.

Nice to have - Experience with data modeling, Snowflake, Python, Power Automate, Databricks, Git, or cloud analytics platforms. - Experience designing KPIs, reporting conventions, reusable enterprise data assets, and complex business logic.

Benefits and work setup - Annual pay range: $70,100–$126,200, with final compensation based on relevant factors. - Benefits include health coverage, retirement and stock purchase plans, tuition reimbursement, paid leave, and holidays. - Work arrangements may be remote, hybrid, field-based, or office-based, depending on the position’s setup.