Responsibilities

The Call Center Analyst will gather, analyze, and interpret call center metrics to identify trends, issues, and areas for improvement, manage and monitor Twilio-based systems, pull data from Salesforce to generate insights and understand CRM workflows, use SQL to query databases and create actionable reports, develop and maintain dashboards and reports to track KPIs, identify inefficiencies in call center processes and recommend solutions, leverage experience in healthcare call centers, collaborate with IT, operations, and management teams, conduct audits to ensure compliance, solve real-time operational issues, and improve call flows to meet service level agreements.