Porter Call Center Operations Analyst

Apexon is a leading digital-first technology services firm that specializes in accelerating business transformation and delivering human-centric digital experiences. With a mission to meet customers wherever they are in their digital lifecycle, Apexon helps businesses outperform the competition through speed, innovation, and expertise. The company integrates a diverse range of core competencies including artificial intelligence, analytics, app development, cloud computing, commerce, customer experience, data engineering, DevOps, Internet of Things (IoT), mobile technology, quality engineering, and user experience design. Apexon holds deep industry knowledge in banking and financial services, healthcare, and life sciences, enabling its clients to capitalize on the unlimited opportunities presented by digital advancements. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon has established a global presence with 15 offices and 10 delivery centers across four continents. This strong foundation allows Apexon to provide a comprehensive suite of engineering services focused on solving complex technology challenges through a commitment to continuous improvement. The company proudly embraces the hashtag #HumanFirstDIGITAL as a testament to its dedication to people-centric digital innovation.

The current opportunity is for a Call Center Operations Analyst position in partnership with Porter, a dedicated healthcare analytics entity focused on transparency and personalization within the healthcare continuum. Porter aims to revolutionize how healthcare decisions are made by combining data analytics with compassion and trust, ensuring patients and providers access reliable, independent health information. This role is based onsite at the Florida call center and involves operational reporting, performance analytics, and workforce insights to optimize call center efficiency and enhance patient engagement. The ideal candidate will have over six years of experience, advanced technical skills in SQL and data visualization, and a passion for transforming healthcare delivery. Responsibilities include building and maintaining dashboards and KPIs such as call volume, handle time, abandonment rate, and schedule adherence, while partnering with call center leadership to provide actionable insights. This analyst will also manage data quality, write and optimize SQL queries, employ Python scripting for report automation, and create real-time visual reports using tools like Tableau or Power BI. Familiarity with CRM systems such as Salesforce and telephony data integration is essential. This position offers significant exposure to modern cloud-based analytics technologies and AI-driven solutions, contributing to a highly visible impact on healthcare outcomes and operational excellence. Apexon is committed to fostering an inclusive workplace and is proud to be certified by Great Place to Work in multiple countries, promoting diversity and equal employment opportunities. The company also values environmental responsibility and supports sustainable practices. Apexon offers competitive benefits including health insurance with dental and vision, 401K plan, life insurance, paid leave, and development opportunities, ensuring comprehensive care and growth for its associates.