Director, Contact Center Analytics

Thank you for considering Progyny!

We are seeking an innovative and strategic Director of Contact Center Analytics to build and lead a comprehensive reporting and analytics program. This role is pivotal in driving data-informed decisions, enhancing customer experience, and aligning operational performance with company goals. The Director will lead a team of Reporting Analysts and Contact Center Analysts while collaborating across departments to provide actionable insights and foster organizational growth.

What you'll do...

Program Development and Leadership

• 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.

Team Management

• Lead and mentor a team of Reporting Analysts and Contact Center Analysts.

• Partner with the existing systems and operational teams supporting the contact center to drive process and performance improvements with agents, systems, or member journeys.

Insights and Reporting

• Deliver monthly cross-functional insights to the leadership team based on data analysis and journey mapping member engagements.

• Develop and manage comprehensive reporting for:
  o Operational Performance (Call Volume, Demand Forecasting, Service Levels, FCR, etc.).
  o CSAT and Quality Metrics (QA Scores, Customer Effort Scores. etc.).
  o Member Engagement Patterns (communications, channels, cases trends, etc.).
  o Agent Performance (Occupancy, Adherence, Coaching, Development Needs, etc.).
  o Efficiency and Productivity (Cost per contact, Resolution Time by Channel, etc.).
  o Forecasting and Budgeting (staffing needs, etc.).

Advanced Analytics and Problem-Solving

• Conduct root cause analysis of common issues.

• Utilizing existing tools along with data trends to understand sentiment and develop opportunities for improvement by call type, treatment type, etc.

• Implement back-testing methods to ensure accuracy in staffing models.

Strategic Contributions

• Develop customer effort score programs with actionable insights and plans to elevate the white-glove service experience.

• Design and maintain strategic dashboards for senior leadership.

• Provide actionable recommendations to improve customer experience and operational efficiency.

About you...

• 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.

Please note: Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

About Progyny:

Progynyis a transformative fertility, family building and women's health benefits solution, trusted by the nation's leading employers, health plans and benefits purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians.

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools;provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.

Our mission is toempower healthier, supported journeys through transformative fertility, family building and women's health benefits.

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com.

Our perks:

• Family friendly 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) and onsite meals and snacks for employees reporting into our NY office

In compliance with New York City's Wage Transparency Law, the annual salary [wage] range for NYC-based applicants is: $125,000 - $135,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.

Progyny is proud to be anEqual Opportunity and Affirmative Action employer.We respect and seek to empower each individual and support the diverse cultures, perspectives,skillsand experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to apply@progyny.com.

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