{"schemaVersion":"jobsearcher.job.v1","id":"0729f3a72b5453b7b66b4632","url":"https://jobsearcher.com/jobs/0729f3a72b5453b7b66b4632","canonicalUrl":"https://jobsearcher.com/jobs/0729f3a72b5453b7b66b4632","title":"Performance Analytics Specialist - Remote(US/Canada)","description":"Performance Analytics SpecialistJob Type: Full-TimeLocation: Remote - United States, CanadaTravel: Up to 10% as neededSalary: $80,000-$100,000Reports To: Workforce Manager (with direct partnership across Operations, QA, Training, Marketing, and BPO Leadership)Patient Revenue Operations & ConversionsPosition OverviewThe Performance Analytics Specialist is responsible for delivering actionable data insights that drive operational performance, patient access, scheduling conversion, workforce optimization, quality improvement, and revenue growth across AudioNova's North America Call Center operations.This role works closely with Operations, Quality Assurance, Training, Workforce Management, Marketing, BPO Partners, and Leadership to develop reporting, analyze trends, identify opportunities, and support strategic decision-making. The Performance Analytics Specialist will play a key role in measuring business performance and ensuring leaders have the information needed to improve patient and business outcomes.Essential Duties & ResponsibilitiesPerformance Reporting & AnalyticsDevelop and maintain operational dashboards, scorecards, and performance reports.Manage daily, weekly, monthly, and quarterly reporting packages.Maintain and enhance the North America (NAM) Bowler reporting process.Analyze trends and identify opportunities to improve call center performance.Provide data-driven recommendations to operational leaders.Create executive-level reporting and presentations.KPI ManagementTrack, analyze, and report on key operational metrics, including:Schedule RateShow-Up RateConversion RateCustomer Satisfaction (CSAT)Net Promoter Score (NPS)First Call Resolution (FCR)Average Handle Time (AHT)Service LevelAnswer RateAbandonment RateAdherenceOccupancyQuality ScoresAgent Productivity MetricsOperations SupportPartner with Operations Managers and Team Leads to identify performance opportunities.Conduct root cause analysis on key operational challenges.Support coaching efforts through agent and team-level reporting.Identify trends impacting scheduling, conversion, and patient experience.Evaluate effectiveness of operational improvement initiatives.Quality & Training SupportCollaborate with QA and Training teams to identify coaching opportunities.Analyze quality monitoring results and trends.Measure training effectiveness and new hire ramp performance.Identify knowledge gaps and recurring call drivers.Workforce Management SupportSupport forecasting and staffing analysis.Analyze call volume trends and workforce productivity.Assist with capacity planning initiatives.Support workforce optimization strategies and reporting.Marketing & Lead AnalyticsAnalyze lead source performance and conversion effectiveness.Partner with Marketing to evaluate campaign ROI.Measure scheduling and conversion performance by lead source, clinic, and geography.Provide recommendations to improve lead quality and revenue generation.Technology & Strategic InitiativesSupport reporting across CRM, telephony, workforce management, QA, AI, and business intelligence platforms.Assist with implementation of new reporting tools and dashboards.Support future IVR, IVA, AI, omnichannel, and CRM initiatives.Partner with business leaders and IT teams on data and reporting requirements.QualificationsRequiredAssociate's or Bachelor's degree in Business, Analytics, Statistics, Finance, Data Science, or related field, or equivalent experience.Minimum 2 years of experience in analytics, business intelligence, workforce analytics, reporting, or contact center analytics.Advanced Microsoft Excel skills including Pivot Tables, Power Query, XLOOKUP/VLOOKUP, and dashboard development.Strong analytical and problem-solving abilities.Experience developing reports and presenting actionable business insights.Strong communication and organizational skills.Ability to manage multiple projects and deadlines simultaneously.PreferredContact center or healthcare industry experience.Experience with Power BI, Tableau, or other business intelligence tools.Experience with NICE, Calabrio, Webex Contact Center, Salesforce, Microsoft Dynamics, HubSpot, or similar platforms.Knowledge of workforce management and forecasting concepts.Experience supporting Operations, QA, Training, and Marketing teams.Core CompetenciesData Analysis & ReportingBusiness IntelligenceStrategic ThinkingProblem SolvingCommunication & Presentation SkillsAttention to DetailProcess ImprovementRelationship BuildingProject ManagementCross-Functional CollaborationBenefitsMedical, Dental, and Vision Insurance401(k) with Company MatchPaid Time Off (PTO)Paid HolidaysEmployee Assistance Program (EAP)Career Development OpportunitiesEmployee DiscountsSuccess MetricsSuccess in this role will be measured by:Accuracy and timeliness of reporting.Improvement in operational KPI visibility.Adoption and effectiveness of dashboard reporting.Actionable insights delivered to leadership.Support of schedule rate and conversion rate improvement initiatives.Standardization of reporting across North America and BPO operations.Successful implementation of new KPI reporting including CSAT, NPS, and FCR.Measurement and reporting support for future AI, IVA, IVR, and omnichannel initiatives.Sonova is an equal opportunity employer.We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.","company":"Sonova Group","rawCompany":"sonova group","isRemote":true,"isActive":false,"createdAt":"2026-07-27T12:04:56.558Z","occupations":[{"code":"15-2051.01","title":"Business Intelligence Analysts","slug":"business-intelligence-analysts"},{"code":"13-1111.00","title":"Management Analysts","slug":"management-analysts"},{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"}],"industries":[{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541618","title":"Other Management Consulting Services","slug":"other-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Performance Analytics Specialist - Remote(US/Canada)","description":"Performance Analytics SpecialistJob Type: Full-TimeLocation: Remote - United States, CanadaTravel: Up to 10% as neededSalary: $80,000-$100,000Reports To: Workforce Manager (with direct partnership across Operations, QA, Training, Marketing, and BPO Leadership)Patient Revenue Operations & ConversionsPosition OverviewThe Performance Analytics Specialist is responsible for delivering actionable data insights that drive operational performance, patient access, scheduling conversion, workforce optimization, quality improvement, and revenue growth across AudioNova's North America Call Center operations.This role works closely with Operations, Quality Assurance, Training, Workforce Management, Marketing, BPO Partners, and Leadership to develop reporting, analyze trends, identify opportunities, and support strategic decision-making. The Performance Analytics Specialist will play a key role in measuring business performance and ensuring leaders have the information needed to improve patient and business outcomes.Essential Duties & ResponsibilitiesPerformance Reporting & AnalyticsDevelop and maintain operational dashboards, scorecards, and performance reports.Manage daily, weekly, monthly, and quarterly reporting packages.Maintain and enhance the North America (NAM) Bowler reporting process.Analyze trends and identify opportunities to improve call center performance.Provide data-driven recommendations to operational leaders.Create executive-level reporting and presentations.KPI ManagementTrack, analyze, and report on key operational metrics, including:Schedule RateShow-Up RateConversion RateCustomer Satisfaction (CSAT)Net Promoter Score (NPS)First Call Resolution (FCR)Average Handle Time (AHT)Service LevelAnswer RateAbandonment RateAdherenceOccupancyQuality ScoresAgent Productivity MetricsOperations SupportPartner with Operations Managers and Team Leads to identify performance opportunities.Conduct root cause analysis on key operational challenges.Support coaching efforts through agent and team-level reporting.Identify trends impacting scheduling, conversion, and patient experience.Evaluate effectiveness of operational improvement initiatives.Quality & Training SupportCollaborate with QA and Training teams to identify coaching opportunities.Analyze quality monitoring results and trends.Measure training effectiveness and new hire ramp performance.Identify knowledge gaps and recurring call drivers.Workforce Management SupportSupport forecasting and staffing analysis.Analyze call volume trends and workforce productivity.Assist with capacity planning initiatives.Support workforce optimization strategies and reporting.Marketing & Lead AnalyticsAnalyze lead source performance and conversion effectiveness.Partner with Marketing to evaluate campaign ROI.Measure scheduling and conversion performance by lead source, clinic, and geography.Provide recommendations to improve lead quality and revenue generation.Technology & Strategic InitiativesSupport reporting across CRM, telephony, workforce management, QA, AI, and business intelligence platforms.Assist with implementation of new reporting tools and dashboards.Support future IVR, IVA, AI, omnichannel, and CRM initiatives.Partner with business leaders and IT teams on data and reporting requirements.QualificationsRequiredAssociate's or Bachelor's degree in Business, Analytics, Statistics, Finance, Data Science, or related field, or equivalent experience.Minimum 2 years of experience in analytics, business intelligence, workforce analytics, reporting, or contact center analytics.Advanced Microsoft Excel skills including Pivot Tables, Power Query, XLOOKUP/VLOOKUP, and dashboard development.Strong analytical and problem-solving abilities.Experience developing reports and presenting actionable business insights.Strong communication and organizational skills.Ability to manage multiple projects and deadlines simultaneously.PreferredContact center or healthcare industry experience.Experience with Power BI, Tableau, or other business intelligence tools.Experience with NICE, Calabrio, Webex Contact Center, Salesforce, Microsoft Dynamics, HubSpot, or similar platforms.Knowledge of workforce management and forecasting concepts.Experience supporting Operations, QA, Training, and Marketing teams.Core CompetenciesData Analysis & ReportingBusiness IntelligenceStrategic ThinkingProblem SolvingCommunication & Presentation SkillsAttention to DetailProcess ImprovementRelationship BuildingProject ManagementCross-Functional CollaborationBenefitsMedical, Dental, and Vision Insurance401(k) with Company MatchPaid Time Off (PTO)Paid HolidaysEmployee Assistance Program (EAP)Career Development OpportunitiesEmployee DiscountsSuccess MetricsSuccess in this role will be measured by:Accuracy and timeliness of reporting.Improvement in operational KPI visibility.Adoption and effectiveness of dashboard reporting.Actionable insights delivered to leadership.Support of schedule rate and conversion rate improvement initiatives.Standardization of reporting across North America and BPO operations.Successful implementation of new KPI reporting including CSAT, NPS, and FCR.Measurement and reporting support for future AI, IVA, IVR, and omnichannel initiatives.Sonova is an equal opportunity employer.We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.","datePosted":"2026-07-27T12:04:56.558Z","dateModified":"2026-07-27T12:04:56.558Z","hiringOrganization":{"@type":"Organization","name":"Sonova Group","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"0729f3a72b5453b7b66b4632"},"url":"https://jobsearcher.com/jobs/0729f3a72b5453b7b66b4632"}}