Call Center Analyst-Temp

Job Summary

We are seeking a skilled and detail-oriented Call Center Analyst with 2 to 4 years of experience to join our dynamic team. The ideal candidate will have a proven track record of analyzing call center operations and implementing data-driven strategies to enhance performance. Experience with Twilio is essential, as this role involves optimizing call flow, monitoring key performance metrics, and ensuring seamless communication systems. Additionally, proficiency with Salesforce and SQL is critical for managing data and understanding CRM workflows.

Key Responsibilities

• Data Analysis: Gather, analyze, and interpret call center metrics to identify trends, issues, and areas for improvement.
• Twilio Integration & Optimization: Manage, monitor, and optimize Twilio-based systems, ensuring smooth operation and effective communication workflows.
• Salesforce CRM Management: Pull data from Salesforce to generate insights, track customer interactions, and understand CRM workflow processes to enhance call center performance.
• SQL Expertise: Use SQL to query databases, extract meaningful data, and create actionable reports to support decision-making.
• Performance Monitoring: Develop and maintain dashboards and reports to track KPIs such as average handling time, call abandonment rate, first-call resolution, Net Promoter Score (NPS), customer satisfaction (CSAT), and employee engagement metrics.
• Process Improvement: Identify inefficiencies in call center processes and recommend actionable solutions to improve agent performance, customer satisfaction, and operational efficiency.
• Specific Call Center Experience: Leverage experience in healthcare call centers, including familiarity with HIPAA compliance or other relevant industry standards.
• Collaboration: Work closely with IT, operations, and management teams to implement tools and processes that improve efficiency and effectiveness.
• Quality Assurance: Conduct audits to ensure compliance with company standards and policies.
• Problem-Solving Expectations: Solve real-time operational issues and improve call flows to meet SLAs.

Qualifications

• Experience: 2 to 4 years of experience as a call center analyst or in a related role.
• Technical Skills: Hands-on experience with Twilio (e.g., call flows, IVR setup, APIs) and familiarity with other call center software.
• Salesforce Expertise: Strong understanding of Salesforce CRM workflows, including pulling and analyzing data to support operational needs.
• SQL Proficiency: 2 to 4 years of hands-on experience using SQL for database queries and reporting.
• Analytical Tools: Proficiency in tools like Excel, Tableau, and Power BI, including experience with semantic modeling, building reports, and creating interactive visuals.
• Problem-Solving Skills: Strong ability to identify issues and develop innovative, data-driven solutions.
• Communication: Excellent verbal and written communication skills for conveying insights to stakeholders.
• Educational Background: Bachelor's degree in Business, Data Analytics, Computer Science, or a related field (preferred) or equivalent experience.

Preferred Qualifications

• Familiarity with other CRM platforms (e.g., Salesforce, Zendesk).
• Understanding of workforce management tools and scheduling systems (e.g., NICE, Verint).
• Certification in Salesforce, Twilio, or related technologies is a plus.
• Experience working with Data Zone and Amazon QuickSight.

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.natera.com.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents.

Link: https://www.natera.com/notice-of-data-collection-california-residents/

Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For more information:

- BBB announcement on job scams
- FBI Cyber Crime resource page