Lead Analytics Manager – Operations Performance

Role Overview

• Build and maintain operational dashboards tracking key Contact Center and Claims KPIs
• 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