Contact Center Analyst

How you move is why we're here.

Now more than ever.

Get back to what you need and love to do.

The possibilities are endless...

Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success.

If this describes you then let's talk!

HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Emp Status

Regular Full time

Work Shift

Day (United States of America)

Compensation Range

The base pay scale for this position is $99,000.00 - $150,750.00. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.

What you will be doing

Job Description:

Years of Experience Required

3 years.

Years of Experience Preferred

5 years.

Position and Unit Accountabilities:

Develops and Manages Processes and Systems

• Contact Center Performance Analytics: Develop and maintain performance dashboards and reporting for key metrics such as service level, ASA, abandon rate, AHT, ACW, first call resolution, transfer rate, utilization, adherence, quality scores, and customer satisfaction measures when available.

• Real-Time Operations Support: Monitor real-time operational health and identify degradation patterns. Partner with Operations and Engineering to initiate corrective actions.

• CCT Pro Performance and Routing Analytics: Analyze how CCT Pro routing logic, omni-channel rules, and agent desktop behaviors impact key metrics and customer experience. Identify defects, inefficiencies, and optimization opportunities.

• Routing and IVR Optimization Support: Partner with Engineering and Operations to analyze routing outcomes and IVR containment. Recommend improvements to call flows, skill and routing strategies, and menu design based on data.

• Cross-Platform Journey Analysis: Trace interactions across CCT Pro, Avaya, CRM platforms, and downstream workflows to understand call drivers, transfers, handoffs, and failure points. Provide actionable recommendations.

• Root Cause and Trend Analysis: Perform deep-dive analyses on performance shifts, call drivers, repeat contacts, and failure demand. Produce insights and prioritized recommendations.

• Requirements Translation: Translate operational needs into clear requirements and user stories for Engineering, including CCT Pro configuration updates, routing changes, IVR updates, reporting enhancements, and integration needs.

• KPI Definition and Governance: Support definition and standardization of KPI logic including metric definitions, calculation rules, data sources, and reporting cadence to ensure consistent enterprise reporting.

• Data Quality and Integrity: Validate report accuracy and data completeness. Work with Engineering and other technical teams to resolve data pipeline and reporting issues. Ensure alignment across CCT Pro and Avaya reporting outputs.

Supports Department Activities

• Stakeholder Enablement: Provide leaders and supervisors with insights, reporting packs, and interpretation of trends. Train end users on standard reporting tools and best practices.

• Operational Support for Platform Changes: Support impact assessment, validation, and post-change monitoring for CCT Pro routing and agent desktop updates, Avaya changes, and reporting changes, including before and after metric comparisons.

• Incident and Change Support: Assist in documentation and impact analysis for incidents and changes affecting contact center performance. Support post-incident reviews with metrics and call trace findings in partnership with Engineering.

• Troubleshooting Support: Assist in triage by identifying whether performance issues appear rooted in CCT Pro logic and workflows, Avaya queue behavior, CRM workflow friction, or upstream and downstream system dependencies, then route to the appropriate owner with evidence.

• Vendor and Partner Coordination: Collaborate with IT vendors and partners for reporting enhancements, platform feature utilization, and operational improvements.

• Documentation: Maintain documentation for metric definitions, reporting catalogs, distribution lists, operational runbooks for reporting and monitoring, and call flow and routing outcome summaries.

Upholds Standards and Expectations of Staff

• Promotes a welcoming environment and professional atmosphere through courteous communication, cooperation, and respect for patients, visitors, and members of the health care team.

• Reports for duty punctually and maintains satisfactory attendance.

• Attends and participates in staff meetings.

Participates in Education

• Stays current on contact center trends, performance management approaches, and platform capabilities including CCT Pro, Avaya reporting, quality management, and workforce management analytics.

• Provides orientation, in-service training, and continuing education for users on reporting packs, dashboards, and standard operating metrics.

Education Required

Bachelor's degree or equivalent experience. Training or certifications in relevant contact center reporting and analytics platforms are a plus.

Education Preferred

Healthcare, IT, analytics, operations, or related field.

Certifications and Licensure Preferred

• Avaya reporting and analytics training or certification, as applicable

• Verint quality management and workforce management analytics training, as applicable

Skills Required

• Strong understanding of contact center KPIs and operational levers including routing, staffing, adherence, quality, and customer experience drivers.

• Experience building and maintaining real-time and historical reports, recurring scorecards, and executive-ready summaries.

• Advanced Excel skills and comfort working with reporting tools, extracts, datasets, and reconciliation.

• Working knowledge of middleware platform concepts including middleware routing logic, agent desktop workflows, integration touchpoints, and routing outcomes that influence reporting and operations.

• Working knowledge of Avaya contact center reporting concepts including queues, skills, routing outcomes, call classification, and the operational impact of configuration changes.

• Ability to perform root cause analysis and translate findings into clear, prioritized recommendations.

• Strong communication and stakeholder management skills with ability to explain findings to both technical and non-technical audiences.

• Strong documentation and process discipline, including metric definitions and reporting catalogs.

Skills Preferred

• Experience supporting routing strategy analysis and understanding how routing decisions affect performance and customer experience across middleware and Avaya layers.

• Familiarity with call recording and quality management analytics including evaluation forms and agent scorecards.

• Familiarity with workforce management concepts including forecasting, scheduling, adherence, and shrinkage.

• Experience analyzing contact drivers and outcomes across CRM and clinical workflows including Epic context.

• Visio proficiency for basic process and call flow visualization.

• Basic SQL or BI tool exposure such as Power BI or Tableau.

• Familiarity with event and interaction data feeds that support near-real-time reporting.

Non-Discrimination Policy

Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.