Performance & Insight Senior Analyst, Client Relations Center

About the role

We are seeking a strategic CRC Performance Analyst to support the North America Client Relations Center by translating operational and client data into meaningful insights that drive business decisions. This role partners closely with operations leadership to identify performance drivers, uncover root causes, and evaluate the end-to-end client journey to improve operational execution, elevate the client experience, and support continuous improvement.

Responsibilities

• Analyze CRC performance metrics, including service level, inbound volume, average handle time, abandonment rate, customer satisfaction, first contact resolution, productivity, and other key operational KPIs.
• Develop, maintain, and enhance dashboards, scorecards, and reporting solutions for leadership and operational teams using multiple reporting platforms and data sources.
• Monitor performance trends, identify gaps, and proactively surface risks or opportunities affecting service delivery, client satisfaction, or operational efficiency.
• Conduct root cause analysis to identify underlying drivers of performance issues, service breakdowns, and operational inefficiencies using both quantitative and qualitative data.
• Evaluate the end-to-end client journey across all touchpoints to identify friction, failure points, and opportunities to improve the client experience.
• Translate raw data into concise business narratives that clearly communicate performance trends, business impact, risks, and recommended actions.
• Challenge existing assumptions, processes, and performance narratives by using data to uncover overlooked risks and improvement opportunities.
• Quantify business impact and prioritize opportunities based on client, operational, and financial risk.
• Partner with Operations, Workforce Management, Systems, Training, and cross-functional stakeholders to support process improvements, automation efforts, and reporting enhancements.
• Lead or support special projects focused on operational optimization, technology improvements, and continuous improvement initiatives.
• Ensure data integrity and reporting accuracy across systems and reporting platforms.
• Build recurring business reviews and executive-ready presentations that support leadership decision-making.

Qualifications

A degree in Information Systems, Computer Science, Business Administration, or related field is preferred. The ideal candidate has 5+ years of experience in contact center analytics, workforce management, business analysis, or contact center operations, with a strong understanding of contact center KPIs, forecasting methodologies, capacity planning, and workforce management concepts.

Skills

• Advanced experience with reporting and analytics tools such as Excel, SQL, Looker, Tableau, SAP BI, or similar platforms.
• Experience working with contact center platforms such as Salesforce, Vonage, Calabrio, Extend, or similar systems.
• Strong analytical, problem-solving, and critical thinking skills.
• Excellent communication and presentation skills, with the ability to translate complex data into clear business recommendations.
• Ability to operate effectively in ambiguity and synthesize large data sets into practical, actionable insights.
• Understanding of CRM, telephony, and case management technologies (Salesforce Service Cloud, Vonage, SAP, Calabrio, etc.).
• Solid understanding of contact center analytics, operations metrics, and journey-level data.
• Ability to support UAT, feature validation, and user readiness activities.
• Strong skills in data analysis and visualization (Excel, Power BI, Looker, or similar) with comfort building automated, scalable reporting solutions.

Benefits

We care about our associates’ health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs, health savings and flexible spending accounts, income protection solutions including life insurance, disability benefits, and 401(k) with employer match, wellness reimbursement benefit, and paid time off.