Key skills
CitrixAnalyticsBIPower BICRMLeadership
About this role
Role Overview
- Build and maintain operational dashboards tracking key Contact Center and Claims KPIs (Service Level, AHT, TAT, Throughput, Productivity, Accuracy, etc.)
- Analyze daily, weekly, and monthly performance trends to identify operational gaps and improvement opportunities
- Provide leadership with actionable insights through executive-ready reports and dashboards
- Monitor SLA and KPI performance, escalating risks or performance declines
- Compile and validate data from multiple client-hosted systems and reporting platforms
- Standardize reporting frameworks and maintain KPI calculation documentation
- Prepare executive reporting packages for client reviews and Quarterly Business Reviews (QBRs)
- Work within secure client environments (VPN, Citrix, CRM, WFM, and claims systems)
- Ensure data accuracy and HIPAA-compliant reporting practices
Requirements
- 4–7+ years of experience in Operations reporting
- Performance analytics
- Workforce reporting
- Business reporting
- Experience within BPO or healthcare operations
- Exposure to U.S. healthcare operations (contact center or claims)
- Strong knowledge of KPIs and SLA performance management
- Advanced Excel skills (pivot tables, complex formulas, modeling)
- Strong Power BI expertise
- Experience preparing executive-level reporting
- Ability to translate data into business insights
Tech Stack
- Citrix
Benefits
- Comprehensive HMO Coverage (Medical & Dental)
- Coverage starting Day 1 + 1 Free Dependent
- Opportunity to work with leading U.S. healthcare clients