Contact Center Reporting and Operations Analyst

Phoenix, AZ

About Us

One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns have been delighting people for the past fifteen years.

In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

The Opportunity

We are hiring an experienced Analyst for our Centralized Operations team to support our contact center analytics, data, and tools. Reporting to the Operations System leader, this individual will be a resident expert responsible for collecting, analyzing, and reporting on data to support the centralized operations team's decision-making and strategy development. This Analyst position will be responsible for working with stakeholders within IT Engineering, Product, and other Enablement teams to produce impactful insights from One Medical’s data environment - as well as assist with complex system tool deployments across our contact center network.

In this role, you will need to be a big picture thinker, self-starter, and analytical thought partner with a keen attention to detail. You must thrive in a fast-paced environment, possess a high level of attention to detail, and embrace ambiguity and change. You must be a solutions-oriented problem solver with a strong business and operational acumen, and be able to communicate complex ideas to update operational stakeholders.

What you'll likely work on:

  • Maintenance of organizational level KPIs and metrics on a weekly / monthly / quarterly cadence
  • Perform analyses on contact center performance data to look for insights into performance trends and report back out to stakeholders / management
  • Assist with documentation development around report / metric definitions as well as system configurations
  • Develop and maintain reports and dashboards using Tableau, Snowflake to track key performance indicators and provide regular updates to the marketing team and other stakeholders
  • Assist with contact center tool deployments by partnering with IT and Engineering stakeholders to successfully roll out new tools and features to our user populations
  • Partners with stakeholders to make enhancements to system and tool configurations based on changing business needs
  • Become established as a SME specific to data platforms and tooling used by the contact center population, and respond to specific questions from users and management 

What you’ll need:

  • 2+ years experience in contact center enablement and performance analytics
  • Strong proficiency in Google Sheets / MS Excel
  • Experience with contact center tooling and routing platforms (NICE, Genesys, Avaya, ect)
  • Experience with SQL writing and working with data visualization platforms (Tableau / Looker)
  • Experience working cross-functionally to translate business needs to technical requirements
  • Excellent written and verbal communication skills in a variety of settings and with a diverse audience
  • Strong operational business acumen and ability to thrive in an evolving and sometimes ambiguous environment
  • Ability to work independently and as part of a team

Benefits designed to aid your health and wellness:

Taking care of you today

  • Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
  • Competitive Medical, Dental and Vision plans
  • Free One Medical memberships for yourself, your friends and family
  • Pre-Tax commuter benefits
  • PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family

  • 401K match
  • Opportunity to participate in company equity programs
  • Credit towards emergency childcare
  • Extra contributions toward maternity and paternity leave
  • Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance
  • Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

This is a full-time role based in Phoenix, AZ. One Medical is committed to fair and equitable compensation practices. The base salary range for this role is $50,500 to $69,000 Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. The total compensation package for this position may also include RSUs, benefits and/or other applicable incentive compensation plans. For more information, visit https://www.onemedical.com/careers/

 

 

One Medical is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.

One Medical participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.  Please refer to the E-Verification Poster (English/Spanish) and Right to Work Poster (English/Spanish) for additional information.