Strategy Analyst, Call Center Operations

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We're committed to bringing passion and customer focus to the business.

Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.

Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com).

Duties & Responsibilities:

The Strategy Analyst of Call Center Operations Optimization is responsible for analyzing data, identifying opportunities, and supporting initiatives that enhance the performance, efficiency, and customer satisfaction of call center operations. This role requires strong analytical skills, process improvement expertise, and the ability to collaborate with cross-functional teams to achieve organizational goals.

Strategic Focus

• Support the development of call center strategies aligned with the company’s vision, mission, and objectives.

• Track and report on operational goals and KPIs focused on efficiency, quality, and customer satisfaction.

• Contribute to a culture of continuous improvement across call center and business functions.

Operational Optimization

• Analyze call center workflows and recommend process improvements to reduce costs and enhance service quality.

• Collaborate with forecasting, workforce planning, and scheduling teams to ensure optimal resource allocation.

• Provide insights into customer interaction processes, escalation handling, and service personalization.

Technology Integration

• Research industry trends and emerging technologies to identify opportunities for innovation.

• Use data analytics and reporting tools to generate insights into performance and customer behavior.

• Assist in evaluating and implementing technology solutions that improve call center efficiency.

Financial Management

• Conduct cost-benefit analyses to support operational decision-making.

• Identify opportunities for cost savings while maintaining service quality.

• Provide reporting and recommendations to support financial efficiency initiatives.

Required Skills and Competencies

• Strong analytical and problem-solving skills with a data-driven mindset.

• Proficiency in call center technologies, including CRM, workforce management tools, and analytics platforms.

• Excellent communication and interpersonal skills to collaborate across teams.

• Ability to translate data insights into actionable recommendations for cost-effective operations.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Operations Management, or a related field or equivalent work experience is required.

• Experience: 4+ years of experience in call center

• Certification: Preferred Qualifications: Certification in Six Sigma, Lean Management, or similar methodologies. Experience managing omnichannel or global call center operations.

Compensation Range: $75,000- $85,000 annual salary

This position may have access to private, confidential or sensitive information related to PPL, its customers or clients, or patient information. Employees in this position are required to complete new hire and annual training for privacy and security, complete attestations for the

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified

PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!