About Sequel
Sequel Med Tech is an early-stage company developing the next generation of precision drug delivery devices.
Job Overview
We are seeking a highly skilled and experienced Senior Reporting Analyst to join our Customer Care team. Reporting to the Director of Customer Care, the Senior Reporting Analyst will play a pivotal role in combining technical expertise with effective communication to share valuable insights with the customer care team. They will have a crucial role by handling complex reporting tasks and ensuring accurate data analysis.
Job Responsibilities and Essential Duties

• Collaborate with cross-functional teams to identify reporting requirements and develop customized reports to meet business needs.
• Analyze overall contact center OKRs, performance metrics and KPIs to identify trends, opportunities for improvement, and areas of risk.
• Collaborate with cross-functional teams to gather data requirements and ensure data accuracy and integrity.
• Prepare and present regular reports and dashboards to senior leadership, summarizing key findings, trends, and performance metrics.
• Conduct root cause analysis of performance issues and develop actionable recommendations to address gaps and improve overall customer satisfaction.
• Proactively identify opportunities for process optimization, automation, and efficiency gains within the Customer Care department.
• Develop and implement strategies to improve contact center efficiency, productivity, and customer satisfaction.
• Support Operational leaders with any additional reporting to include patient journey metrics, CRM, telephony, shift analysis etc.
• Stay abreast of industry trends, best practices, and emerging technologies related to customer service reporting and analytics.
• Collaborate with external partners and vendors to leverage industry benchmarks and comparative data to inform performance improvement efforts.

Minimum Requirements

• Bachelor's degree in business administration, Mathematics, Statistics or related field preferred.
• 3 years of experience in a reporting analyst role supporting contact center, operations, analytics, or related field. 

Required Knowledge, Skills and Abilities

• Strong leadership and collaboration skills across multiple stakeholders
• Experience designing and implementing business intelligence solutions and performance reports/dashboards.
• Advanced proficiency in data analysis and reporting tools such as Microsoft Excel, Power BI, or Tableau.
• Excellent communication and presentation skills, with the ability to effectively communicate complex data insights to stakeholders.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Experience in the medical device industry or healthcare sector is a plus.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Environmental/Safety/Physical Work Conditions

• Ensures environmental consciousness and safe practices are exhibited in decisions
• Use of computer and telephone equipment and other related office accessories/devices to complete assignments
• May work extended hours during peak business cycles
• Physical requirements such as lifting specific weights
• Some travelling is expected