Contact Center Reporting Analyst

Thank you for considering Progyny!

The Contact Center Reporting Analyst plays a vital role in supporting the Member Services team by delivering high-quality data reporting, visualization, and actionable insights. The successful candidate will serve as the central reporting hub for the Contact Center and the Executive Leadership Team, ensuring the availability of accurate and timely performance data to drive strategic decisions.

What you'll do...

Data Reporting and Visualization

• Gather and compile data from various sources to create structured and standardized reports.

• Publish daily, weekly, and monthly dashboards of call center performance for all work types, focusing on recurring metrics such as PGs, SLAs, agent performance & inventory management.

• Reporting on the department's inventory management which will require heavy collaboration across the MS teams.

• Designing & maintaining visual data presentations, including dashboards and PowerPoint presentations, for stakeholders at all organizational levels.

Performance Analysis and Insights

• Identify trends at the customer, member, provider, process or product level.

• Develop actionable insights for MPS (Member/Provider Satisfaction) based on trends and patterns.

• Provide comparative analysis to support forecasting (e.g., new product expansion) and insights into existing business operations.

Collaboration and Communication

• Act as a liaison between the analytics team and key stakeholders to ensure data needs are met.

• Partner with the Director of Contact Center Analytics to align reporting initiatives with broader organizational goals.

• Maintain open communication channels to address data and reporting requirements.

Quality Assurance and Process Improvement

• Validate data accuracy and consistency across all reports and dashboards.

• Continuously seek opportunities to improve reporting processes and efficiency.

About you..

• Bachelor's degree in data Analytics, Business, Statistics, or a related field.

• 3+ years of experience in data reporting, analytics, or a related role.

• Proficiency in data visualization tools such as Tableau, Power BI, or Excel.

• Strong analytical and problem-solving skills, with attention to detail.

• Ability to translate complex data into clear and actionable insights for diverse audiences.

• Excellent written and verbal communication skills.

• Familiarity with call center metrics and KPIs is a plus.

Please note: Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

About Progyny:

Progyny (Nasdaq: PGNY) is a global leader in women's health and family building solutions, trusted by the nation's leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians.

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools;provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.

Our mission is toempower healthier, supported journeys through transformative fertility, family building and women's health benefits.

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com.

Our perks:

• Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents' Employee Affiliation Group

• Menopause and midlife care

• Health, dental, vision and life insurance options for employees and family

• Free in-person, virtual and text-based mental health and wellness support

• Paid time off, including vacation, sick leave, personal days and summer flex time

• Company equity

• Bonus program

• 401(k) plan with company match

• Access to on-demand legal and financial advice

• Learning and development programs to help you grow professionally and a mentorship program

• Company social eventsto include annual volunteer day and donation matching

• Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

In compliance with New York City's Wage Transparency Law, the annual salary [wage] range for NYC-based applicants is: $55,000 - $65,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.

Progyny is proud to be anEqual Opportunity and Affirmative Action employer.We respect and seek to empower each individual and support the diverse cultures, perspectives,skillsand experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to apply@progyny.com.

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