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

Exp -6+yrs
Porter Call Center Operations Analyst Digital the DE for Analytics) being asked to be onsite in the Florida call center.
Porter- Business Analyst (Analytics & Reporting)
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.
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 in source data to ensure reports are accurate and trustworthy.
Data Analysis & Insights
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.

Porter Cares Inc 300 E Lombard St., Suite 840, Baltimore, MD 21202
Present findings clearly to both technical and non-technical audiences, with a focus on practical recommendations.

Data Infrastructure & Tools
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.

CRM & Systems Familiarity
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.

What You'll Need to Make Your Impact
Bachelor's degree in a quantitative or technical field, or equivalent practical experience
Hands-on experience with SQL 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 able to explain data and analysis to non-technical stakeholders
Familiarity with Salesforce or other CRM platforms
Experience in a call center, healthcare, or similarly fast-paced operational environment preferred
Knowledge of call center metrics and workforce management concepts a plus

What You'll Get from This Role
Exposure to modern data tools and cloud-based analytics platforms
High visibility to
Exposure to AI/LLM agent technologies

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:

o Health Insurance with Dental & Vision

o 401K Plan

o Life Insurance, STD & LTD

o Paid Vacations & Holidays

o Paid Parental Leave

o FSA Dependent & Limited Purpose care