Contact Center Analyst

About the role

The Contact Center Analyst is responsible for analyzing contact center performance, identifying trends, monitoring key performance indicators (KPIs), and providing actionable recommendations to improve efficiency, service quality, and member satisfaction. This role serves as a liaison between operations, leadership, training, workforce management, and technology teams to support continuous improvement initiatives. The Contact Center Analyst partners closely with call center, online portal, web, and messaging service vendors under the direction of the Member Service Department leadership to support reporting and analysis, responsiveness to members, providers, and internal stakeholders, and continuous process improvements.

Responsibilities

• Develop and maintain contact center reports, dashboards, and scorecards.
• Analyze call volume, abandonment rates, service levels, average handle times (AHT), after-call work (ACW), and other metrics.
• Monitor member satisfaction and quality assurance trends.
• Prepare daily, weekly, monthly, quarterly, and ad hoc reports for leadership.
• Identify trends, root causes, and opportunities for contact center improvement.
• Provide analytical support and serve as a data and technical resource for the Member Service Department.
• Assist in preparing information reporting for quarterly Board of Trustee meetings.
• Track departmental KPIs and performance goals.
• Monitor and report on member service representative productivity and metrics adherence.
• Coordinate with internal and external stakeholders in the planning and analysis of efforts for new system implementations, system upgrades, enhancements, and maintenance.
• Create and execute test plans for new system implementations, system changes, and user acceptance testing.
• Communicate with internal departments (e.g., Contributions and Eligibility, Pension, and Claims) to understand and document policies, procedures, and workflows.
• Demonstrate accountability in delivering data-driven recommendations.
• Analyze call patterns and forecast future workload demands.
• Identify operational inefficiencies and recommend solutions.
• Partner with leadership to implement process improvements.
• Support workflow redesign and automation initiatives.
• Conduct root cause analysis for recurring member concerns or service issues.
• Monitor quality assurance results and identify coaching opportunities.
• Ensure compliance with HIPAA, company policies, and regulatory requirements.
• Serve as a subject matter expert for contact center systems.
• Attend and participate in organizational meetings (e.g., All Staff, department, benefit improvement process, training, task force, or committee meetings).
• Create agendas using the Purpose, Outcome, and Process (POP) Model and document meeting notes.

Requirements

• Minimum of 3 years of contact center, call center, healthcare customer service, or business analytics experience.
• Bachelor’s degree in Business, Analytics, Healthcare Administration, Information Systems, or related field preferred.
• Experience creating and analyzing reports and performance metrics.
• Experience working with contact center technologies preferred.
• Ability to translate technical tasks and requirements for system end users.
• Excellent written, verbal, and non-verbal communication skills.
• Strong organizational and time-management skills with the ability to manage competing priorities.
• Passionate commitment to the mission, vision, and core values of SEIU Healthcare IL Benefit Funds.
• Awareness of social movements, labor movements, and political issues impacting the organization.
• Demonstrated accountability, ability to work independently, and collaborate across all levels.

Skills

• Intermediate to advanced proficiency in call center systems (Five9 preferred).
• Intermediate to advanced proficiency in text message marketing platforms.
• Intermediate to advanced proficiency in benefits administration software (Basys/Bridgeway preferred).
• Intermediate to advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook, Access, PowerPoint), including Excel pivot tables and formulas.
• Experience with reporting and dashboard tools (e.g., Smartsheet or other project management tools).
• Experience working in a hybrid environment using virtual conference platforms.
• Written and verbal fluency in Spanish and/or Polish is a plus.

Privacy and Security Responsibilities

This position requires managing and maintaining Personal Identifiable Information (PII) and potentially Protected Health Information (PHI) for members. Responsibilities include ensuring confidentiality, integrity, and availability of all PII and PHI, and reporting suspected identity or HIPAA violations or breaches to the HIPAA Privacy and Security Officer.

Benefits

• Comprehensive health benefits (medical, dental, and vision) for employees and eligible dependents, including no employee premium option for employees only.
• Competitive compensation.
• Generous holidays and PTO policies.
• Defined benefit pension plan.