Reporting Analyst

Job Purpose  

The Reporting Analyst plays a critical role in ensuring operational efficiency and adherence to attendance policies by providing real-time monitoring, schedule management, and data-driven insights. Reporting directly to the Workforce Director, the Reporting Analyst supports both onshore and offshore teams through accurate forecasting, capacity planning, and performance trend analysis. By maintaining key reports, facilitating cross-functional communication, and driving continuous improvement initiatives, the Reporting Analyst helps optimize resource utilization and enhance the overall customer experience.  

Duties and Responsibilities

• Manage attendance policy adherence (absenteeism report) and real-time efficiency, monitoring (aux callouts / queue management).
• Provide schedule adjustments, interval reports and off phone schedules.
• Review volume and AHT (weekly and monthly) trends. 
• Review and ensure timely dissemination of weekly workload projections and targets.
• Create trackers and maintain existing daily reports. Actively and consistently support all efforts to simplify and enhance customer experience.
• Attend weekly meeting cadence with offshore and onshore counterparts.
• Act as liaison between operations and support teams to provide feedback to ensure all needs are effectively communicated with leadership team.
• Work independently from assigned work queues
• Maintain a professional attitude. 
• Other duties as assigned by the management team. 
• Understand and comply with Information Security and HIPAA policies and procedures at all times.
• Use, protect and disclose patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards  

Qualifications 

• Minimum 2 years of hands-on experience in Workforce Management functions including Capacity Planning, Forecasting, Scheduling, and Real-Time Monitoring within a dynamic organizational structure.
• Proven ability to thrive in an Individual Contributor setup, demonstrating ownership, accountability, and initiative in a fast-paced environment.
• Strong leadership presence with the ability to influence cross-functional teams and drive operational excellence. Highly logical and strategic thinker, adept at identifying trends, solving complex problems, and optimizing workforce performance.
• Advanced proficiency in Microsoft Excel, including pivot tables, macros, and complex formulas; skilled in Power BI for data visualization and automation tools to streamline reporting and analytics.
• Familiarity with Google Sheets and collaborative cloud-based tools is a plus.
• Demonstrated the ability to work independently with minimal supervision, while maintaining high levels of accuracy and attention to detail.

Working Conditions

• Work Set-up: Onsite
• Work Schedule: US hours, night shift; must be flexible to accommodate business needs
• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal. 

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.