Call Center Analyst (Reporting and Analytics) -Healthcare

Porter Cares, Inc.•Pompano Beach, FL

2d•Onsite

About The Position

Porter is growing, join the Reporting and Analytics Team, as a Call Center Analyst! Who is Porter Porter is a passionate group of individuals dedicated to providing unbridled transparency throughout the healthcare continuum by combining healthcare analytics with compassion and trust. Porter considers the whole person, their environment, and their preferences for a personalized health approach. This new era of health innovation offers the opportunity to lower costs, boost access and inclusivity, and revolutionize treatment experiences and outcomes for all consumers. Our consumer-centered ecosystem demystifies healthcare decisions for consumers and providers. Providers, recently discharged patients, or anyone searching for healthcare needs outside of the hospital can find a trusted route to independence through Porter. The Ideal Porter Team Member The ideal member of Porter is a change agent, altering the status quo of healthcare delivery. They are energized by innovating the health and wellness market and empathetic to the critical nature of this work. They are not afraid to ask questions and offer solutions that drive our mission forward. Your Impact at Porter We are seeking a skilled and motivated Call Center Analyst to join our team, focusing on operational reporting, performance analytics, and workforce insights for our call center. The ideal candidate brings strong technical skills in SQL and data visualization, with an eye for translating call center metrics into actionable operational improvements. This role is central to helping our leadership team understand performance trends and drive better outcomes for the patients and communities we serve. This is an on-site position at the Pompano Beach, FL Call Center working Monday - Friday and as business needs require.

Requirements

Bachelor's degree in a quantitative or technical field, or equivalent practical experience
Hands-on experience with SQL â comfortable writing complex queries independently
Proficiency with Tableau
Experience with Python for data manipulation and reporting automation (PySpark, pandas, etc.)
Strong attention to detail and a track record of producing accurate, reliable reporting
Clear communication skills â able to explain data and analysis to non-technical stakeholders
Familiarity with Salesforce or other CRM platforms

Nice To Haves

Experience in a call center, healthcare, or similarly fast-paced operational environment preferred
Knowledge of call center metrics and workforce management concepts a plus

Responsibilities

Build and maintain call center dashboards and recurring operational reports tracking KPIs such as call volume, handle time, abandonment rate, schedule adherence, and conversion metrics.
Partner with call center leadership to understand reporting needs and translate them into reliable, self-service analytics tools.
Monitor data quality and troubleshoot discrepancies in source data to ensure reports are accurate and trustworthy.
Analyze call center performance data to identify trends, staffing gaps, and opportunities to improve efficiency and patient engagement.
Produce ad hoc analyses in response to operational questions from managers and leadership.
Present findings clearly to both technical and non-technical audiences, with a focus on practical recommendations.
Write and maintain SQL queries against call center and CRM data sources to support reporting pipelines and analysis.
Use Python for data wrangling, automation of recurring reports, and lightweight ETL tasks.
Build and maintain visualizations in Tableau, Power BI, or similar tools that give operational leaders real-time visibility into performance.
Leverage Salesforce data to support call center reporting and agent performance tracking.
Collaborate with technical teams to ensure data from telephony systems, CRMs, and workforce management tools is properly integrated and accessible.