Customer Contact Intelligence Analyst at Labcorp in Burlington NC

Job description

• Labcorp is seeking a Customer Contact Intelligence Analyst to join our team!
• Schedule: Monday - Friday 8am - 530pm Eastern Standard Time
• Location: 531 S Spring Street Burlington North Caroliana 27215
• The Clinical Contact Center (CCC) is transforming how customer interactions are leveraged to improve experiences, operational performance, and business outcomes. The Customer Contact Intelligence Analyst translates call transcripts, conversation intelligence outputs, and voice-of-customer data into actionable opportunities that improve customer experience, operational performance, and business results across the enterprise.

Responsibilities

• Conversation Intelligence & Insight Generation
• Analyze call transcriptions, customer interactions, and conversation intelligence outputs to identify emerging trends, recurring issues, customer needs, and operational opportunities.
• Evaluate voice-of-customer and voice-of-employee feedback to uncover insights impacting satisfaction, productivity, and business performance.
• Monitor customer sentiment, escalation drivers, process breakdowns, knowledge gaps, and service challenges.
• Identify opportunities for process improvement, training enhancements, workflow optimization, and customer experience improvements.
• Leverage conversation intelligence technologies to extract meaningful insights from large volumes of interaction data.
• Rapidly learn and apply new software applications, reporting platforms, conversation intelligence tools, and enterprise systems to access, query, extract, and analyze customer interaction and operational data in support of business objectives.
• Validate, reconcile, and assess data for accuracy, completeness, and reasonableness by identifying anomalies, investigating discrepancies, and confirming findings with source systems and stakeholders before communicating insights and recommendations.
• Business Performance & Continuous Improvement
• Translate insights into actionable recommendations that support CCC and enterprise objectives.
• Identify trends affecting service levels, operational performance, product adoption, customer retention, and customer effort.
• Partner with leaders to prioritize opportunities based on customer impact and business value.
• Support continuous improvement efforts through root cause analysis and outcome tracking.
• Stakeholder Engagement & Communication
• Present findings, observations, and recommendations to operational leaders and stakeholders.
• Facilitate discussions to review findings and align on priorities.
• Partner with Commercial, Customer Experience, IT Product Management, Laboratory Operations, Supply Chain, and Operations teams.
• Collaborate with reporting and visualization teams to effectively surface insights and trends.

Requirements

• Bachelor's degree.
• 2 or more years of experience in business analysis, operations analysis, customer experience, quality, or contact center operations.
• Analytical skills and insight generation
• Customer and operational acumen
• Communication and storytelling
• Technology and business intelligence
• Stakeholder management
• Core behavioral competencies: passion for Improving Health and Improving Lives, customer centricity, innovative mindset, agility, operational excellence
• Minimal travel required
• Experience with Verint, Qualtrics, or similar conversation intelligence platforms.
• Bachelors degree in Business, Analytics, Operations, Healthcare Administration, or related field or equivalent professional experience

Skills

Required

• Analytical skills and insight generation
• Customer and operational acumen
• Communication and storytelling
• Technology and business intelligence
• Stakeholder management

Benefits

• Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan. Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information, please click here.
• If you are looking for a career that offers opportunities for growth, continual development, professional challenge and the chance to make a real difference, apply today!
• All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data.