Porter Call Center Operations Analyst

About Apexon:

Apexon is a digital-first technology services firm specializing in accelerating business transformation and delivering human-centric digital experiences. We have been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation.Apexon brings together distinct core competencies – in AI, analytics, app development, cloud, commerce, CX, data, DevOps, IoT, mobile, quality engineering and UX, and our deep expertise in BFSI, healthcare, and life sciences – to help businesses capitalize on the unlimited opportunities digital offers. Our reputation is built on a comprehensive suite of engineering services, a dedication to solving clients’ toughest technology problems, and a commitment to continuous improvement. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon now has a global presence of 15 offices (and 10 delivery centers) across four continents. 

We enable #HumanFirstDIGITAL

Call Center Operations Analyst – Digital ? the DE for Analytics) being asked to be onsite in the Florida call center.

Business Analyst (Analytics & Reporting)- Exp -6+yrs

Call Center Analyst

We are looking for passionate individuals dedicated to improving transparency across the healthcare continuum by combining healthcare analytics with compassion and trust. This organization considers the whole person — their environment and preferences — to support a personalized approach to health and wellness. This evolving healthcare model focuses on lowering costs, improving access and inclusivity, and enhancing treatment experiences and outcomes for patients and communities.

The ideal team member is a change agent who is motivated to improve healthcare delivery and is energized by innovation in the health and wellness space. They are curious, solution-oriented, and committed to driving meaningful operational improvements.

Role Overview

We are seeking a skilled and motivated Call Center Analyst to support operational reporting, performance analytics, and workforce insights for a call center environment. The ideal candidate will bring strong technical skills in SQL and data visualization, along with the ability to translate call center metrics into actionable operational improvements. This role plays a key part in helping leadership understand performance trends and drive better outcomes for the patients and communities served.

Key Responsibilities

Operational Reporting & Dashboards

• 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 to ensure reports are accurate and reliable

Data Analysis & Insights

• Analyze call center performance data to identify trends, staffing gaps, and opportunities to improve efficiency and customer engagement
• Produce ad hoc analyses in response to operational questions from managers and leadership
• Present findings clearly to both technical and non-technical audiences, focusing on actionable recommendations

Data Infrastructure & Tools

• Write and maintain SQL queries against call center and CRM data sources to support reporting and analytics
• Use Python for data wrangling, automation of recurring reports, and lightweight ETL processes
• Build and maintain visualizations using tools such as Tableau, Power BI, or similar platforms to provide real-time performance visibility

CRM & Systems Integration

• Utilize CRM data to support call center reporting and performance tracking
• Collaborate with technical teams to ensure data from telephony systems, CRM platforms, and workforce management tools is properly integrated and accessible

Required Qualifications

• Bachelor’s degree in a quantitative, technical, or related field, or equivalent practical experience
• Strong hands-on experience with SQL, including writing complex queries independently
• Proficiency with Tableau, Power BI, or similar data visualization tools
• Experience using Python for data manipulation and reporting automation (e.g., pandas, PySpark)
• Strong attention to detail and ability to produce accurate, reliable reporting
• Excellent communication skills with the ability to explain data insights to non-technical stakeholders
• Familiarity with Salesforce or other CRM platforms

Preferred Qualifications

• Experience working in a call center, healthcare, or fast-paced operational environment
• Knowledge of call center metrics and workforce management concepts
• Experience supporting operational reporting and performance analysis
• Exposure to cloud-based analytics platforms
• Familiarity with AI or automation technologies in operational environments

What You’ll Gain from This Role

• Exposure to modern data tools and cloud-based analytics platforms
• Opportunity to work closely with leadership and operational teams
• Hands-on experience with performance analytics and reporting
• Exposure to emerging technologies, including AI and automation tools
• Opportunities for professional growth in data analytics and operations

Our Commitment to Diversity & Inclusion:

Did you know that Apexon has been Certified™ by Great Place To Work®, the global authority on workplace culture, in each of the four regions in which it operates: USA (for the seventh time in 2026), India (for the tenth consecutive time in 2026), the UK(for the fourth time in 2026) and Mexico (for the second time in 2026). Apexon is committed to being an equal opportunity employer and promoting diversity in the workplace. We take affirmative action to ensure equal employment opportunity for all qualified individuals. Apexon strictly prohibits discrimination and harassment of any kind and provides equal employment opportunities to employees and applicants without regard to gender, race, color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. You can read about our Job Applicant Privacy policy here Job Applicant Privacy Policy (apexon.com)

Our Commitment to Environment:

Actively contribute to Apexon's commitment to environmental responsibility by following sustainable practices and supporting ESG initiatives.

Our Perks and Benefits:

Our benefits and rewards program has been thoughtfully designed to recognize your skills and contributions, elevate your learning/upskilling experience and provide care and support for you and your loved ones. As an Apexon Associate, you get continuous skill-based development, opportunities for career advancement, and access to comprehensive health and well-being benefits and assistance.

We also offer:

oHealth Insurance with Dental & Vision

o401K Plan

oLife Insurance, STD & LTD

oPaid Vacations & Holidays

oPaid Parental Leave

oFSA Dependent & Limited Purpose care

Job Location :

Plano, United States