Performance Analytics Specialist

Sonova Group

Performance Analytics Specialist responsible for data insights driving operational performance in call centers. Collaborating with cross-functional teams to enhance patient access and revenue growth.

Posted 7/25/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in analytics and reporting, with a strong focus on operational metrics and performance improvement in contact center environments. Proficient in data visualization and business intelligence tools to provide actionable insights and support decision-making.

Highest-signal resume keywords

Advanced Microsoft Excel SkillsBusiness Intelligence Tools (Power BI, Tableau)Contact Center Analytics ExperienceAnalytical and Problem-Solving AbilitiesReport Development and Presentation Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

AnalyticsReportingPerformance Metrics AnalysisRoot Cause AnalysisDashboard Development

Soft Skills

Strong Communication SkillsOrganizational SkillsProblem-Solving Abilities

Tools & Technologies

Power BITableauNICECalabrioWebex Contact CenterSalesforceMicrosoft DynamicsHubSpot

Industry Keywords

Contact CenterHealthcare Industry ExperienceOperational DashboardsKey Operational Metrics

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Develop and maintain operational dashboards, scorecards, and performance reports.
Manage daily, weekly, monthly, and quarterly reporting packages.
Maintain and enhance the North America (NAM) Bowler reporting process.
Analyze trends and identify opportunities to improve call center performance.
Provide data-driven recommendations to operational leaders.
Create executive-level reporting and presentations.
Track, analyze, and report on key operational metrics, including: Schedule Rate, Show-Up Rate, Conversion Rate, Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), Average Handle Time (AHT), Service Level Answer Rate, Abandonment Rate, Adherence, Occupancy, Quality Scores, Agent Productivity Metrics.
Partner with Operations Managers and Team Leads to identify performance opportunities.
Conduct root cause analysis on key operational challenges.
Support coaching efforts through agent and team-level reporting.
Collaborate with QA and Training teams to identify coaching opportunities.

Requirements

What you’ll need

Associate's or Bachelor's degree in Business, Analytics, Statistics, Finance, Data Science, or related field, or equivalent experience.
Minimum 2 years of experience in analytics, business intelligence, workforce analytics, reporting, or contact center analytics.
Advanced Microsoft Excel skills including Pivot Tables, Power Query, XLOOKUP/VLOOKUP, and dashboard development.
Strong analytical and problem-solving abilities.
Experience developing reports and presenting actionable business insights.
Strong communication and organizational skills.
Ability to manage multiple projects and deadlines simultaneously.
Contact center or healthcare industry experience (preferred).
Experience with Power BI, Tableau, or other business intelligence tools (preferred).
Experience with NICE, Calabrio, Webex Contact Center, Salesforce, Microsoft Dynamics, HubSpot, or similar platforms (preferred).

Benefits

Comp & perks

Medical, Dental, and Vision Insurance
401(k) with Company Match
Paid Time Off (PTO)
Paid Holidays
Employee Assistance Program (EAP)
Career Development Opportunities
Employee Discounts