Sonova

6 hours ago

Performance Analytics Specialist - Remote(US/Canada) (Remote, United States)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Deliver actionable analytics to drive operational performance and patient revenue outcomes across a North America call center. Build and maintain dashboards and KPI reporting (conversion, scheduling, service levels, CSAT/NPS, FCR, AHT, occupancy, and more), analyze trends, and provide data-driven recommendations. Partner with Operations, QA, Training, Workforce Management, Marketing, BPO partners, and IT to standardize reporting and support AI/IVR/IVA/omnichannel initiatives.

Location: United States, Canada

Workplace: Remote

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Mid level

Key Responsibilities

•Develop and maintain operational dashboards, scorecards, and performance reports, managing reporting packages across daily/weekly/monthly/quarterly cycles.
•Track and report key operational KPIs such as schedule rate, show-up rate, conversion rate, CSAT, NPS, FCR, AHT, service level, answer rate, and related metrics.
•Partner with Operations leaders to identify performance opportunities and conduct root-cause analysis on operational challenges.
•Support QA and Training by analyzing quality monitoring results, measuring training effectiveness and new-hire ramp performance, and identifying knowledge gaps.
•Support marketing lead analytics and lead-to-conversion performance, including campaign ROI evaluation and recommendations to improve lead quality and revenue generation.

Travel: Low travel

Pay and Benefits

Salary: USD 80,000 - 100,000 annually

Perks:Health InsuranceDentalVision401kPaid LeavePaid HolidaysEap

Key Requirements

•Associate’s or Bachelor’s degree in Business, Analytics, Statistics, Finance, Data Science, or related field, or equivalent experience.
•At least 2 years of experience in analytics, business intelligence, workforce analytics, reporting, or contact center analytics.
•Advanced Microsoft Excel skills including Pivot Tables, Power Query, and XLOOKUP/VLOOKUP, plus dashboard development.
•Strong analytical and problem-solving abilities.
•Experience developing reports and presenting actionable business insights.

Experience:2+ yearsContact centerWorkforce analyticsBusiness intelligenceAnalyticsHealthcare

Education:Bachelor's in Business, Analytics, Statistics, Finance, Data Science, or related field

Skills:Analytical thinkingProblem-solvingCommunicationOrganizational skillsCross-functional collaboration

Tech Stack:Microsoft ExcelPivot TablesPower QueryXLOOKUPVLOOKUPPower BITableauNICECalabrioWebex Contact CenterSalesforceMicrosoft DynamicsHubSpotCRMTelephonyIVRIVAAIOmnichannel

Company Brief

Sonova

Designs, manufactures, and distributes hearing care solutions including hearing aids, cochlear implant accessories, and wireless communication devices, serving audiologists and consumers worldwide through clinics, retail networks, and distribution partners.

Industry: Medical Devices

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Stäfa, Switzerland

Founded: 1947

Website

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Sonova

6 hours ago

Performance Analytics Specialist - Remote(US/Canada) (Remote, United States)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: United States, Canada

Workplace: Remote

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Mid level

Key Responsibilities

•Develop and maintain operational dashboards, scorecards, and performance reports, managing reporting packages across daily/weekly/monthly/quarterly cycles.
•Track and report key operational KPIs such as schedule rate, show-up rate, conversion rate, CSAT, NPS, FCR, AHT, service level, answer rate, and related metrics.
•Partner with Operations leaders to identify performance opportunities and conduct root-cause analysis on operational challenges.
•Support QA and Training by analyzing quality monitoring results, measuring training effectiveness and new-hire ramp performance, and identifying knowledge gaps.
•Support marketing lead analytics and lead-to-conversion performance, including campaign ROI evaluation and recommendations to improve lead quality and revenue generation.

Travel: Low travel

Pay and Benefits

Salary: USD 80,000 - 100,000 annually

Perks:Health InsuranceDentalVision401kPaid LeavePaid HolidaysEap

Key Requirements

•Associate’s or Bachelor’s degree in Business, Analytics, Statistics, Finance, Data Science, or related field, or equivalent experience.
•At least 2 years of experience in analytics, business intelligence, workforce analytics, reporting, or contact center analytics.
•Advanced Microsoft Excel skills including Pivot Tables, Power Query, and XLOOKUP/VLOOKUP, plus dashboard development.
•Strong analytical and problem-solving abilities.
•Experience developing reports and presenting actionable business insights.

Experience:2+ yearsContact centerWorkforce analyticsBusiness intelligenceAnalyticsHealthcare

Education:Bachelor's in Business, Analytics, Statistics, Finance, Data Science, or related field

Skills:Analytical thinkingProblem-solvingCommunicationOrganizational skillsCross-functional collaboration

Tech Stack:Microsoft ExcelPivot TablesPower QueryXLOOKUPVLOOKUPPower BITableauNICECalabrioWebex Contact CenterSalesforceMicrosoft DynamicsHubSpotCRMTelephonyIVRIVAAIOmnichannel

Company Brief

Sonova

Industry: Medical Devices

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Stäfa, Switzerland

Founded: 1947

Website