Member Services Data Analyst (Hybrid)

The Data Analyst I is an integral part of a new and rapidly growing analytics function within the Member Services department. This role supports the organization’s transition toward more advanced, data-driven decision-making by providing accurate reporting, clear analysis, and exceptional service to stakeholders.

The ideal candidate is highly analytical, detail-oriented, and customer-focused, with the ability to present technical insights in a way that is easy for different teams to understand and apply. This individual will work extensively in the Calabrio Analytics ecosystem as the primary reporting source, while also collaborating across multiple departments and data systems to ensure reliable and comprehensive performance reporting.

What We Offer

• Compensation based on experience.
• Faith and purpose-based career opportunity!
• Fully paid health benefits
• Retirement and Life Insurance
• 12 paid holidays PLUS birthday
• Lunch is provided DAILY.
• Professional Development
• Paid Training

KEY RESPONSIBILITIES

Calabrio Analytics & Reporting (Primary System)

• Build, maintain, and enhance reports, dashboards, and visualizations within Calabrio Analytics.
• Conduct ad-hoc analysis requests for Member Services leadership and operational teams.
• Support the future expansion of [Calabrio] analytics services across the broader organization.

Ticketing System Operations

• Manage analytics-related requests through the Fresh Service ticketing system.
• Prioritize, document, and complete incoming work with clarity and outstanding customer service.

Routine and Recurring Reporting

• Oversee daily, weekly, monthly, quarterly, and annual reporting workflows for Member Services, pulling data from multiple systems including: Calabrio (quality management, analytics), ChargeBee (financial/subscription data), Five9 (contact center performance), GiftManager / enterprise SQL database (member records), [and other various reporting tools the organization implements overtime.]
• Perform hands-on data extraction, validation, and preparation activities before delivering insights.
• Partner cross-functionally with internal teams to obtain any additional data or context needed.

Five9 Contact Center Reporting

• Create and optimize Five9 performance reports: Service levels (SLAs), Abandonment rate, Average handle time (AHT), Queue performance, Volume analysis, etc.
• Collaborate with contact center leadership [and team] to interpret results and ensure metric accuracy.

Incentives Program Support

• Provide oversight and reporting support for the Member Services incentives program.
• Conduct routine QA procedures, coordinate with stakeholders, and run automated reporting processes (primarily supported by Python-based tools).

Customer Service & Stakeholder Engagement

• Deliver an exceptional customer service experience through clear communication, timely updates, and a collaborative mindset.
• Present findings, trends, and recommendations to staff and leadership at various levels.
• Translate technical data concepts into easy-to-understand insights for a non-technical environment.

REQUIRED QUALIFICATIONS

• Intermediate to advanced Excel proficiency (lookup functions, pivot tables, formulas, data cleaning, etc.).
• Experience building dashboards or reports in a modern BI or visualization tool (Power BI, Tableau, Looker, etc.).
• Strong analytical, problem-solving, and data validation skills.
• Demonstrated ability to communicate insights clearly – verbally, in writing, and through visual storytelling.
• Strong customer service mindset; experience in a customer service or member services environment preferred.
• Ability to manage multiple data sources and adapt to a dynamically evolving analytics ecosystem.
• High attention to detail and the ability to meet deadlines in a fast-growing environment.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in a related field OR 3-5 years of experience in a data or analytical role.
• Experience with Calabrio Analytics reporting or data visualization.
• Experience using the Fresh Service ticketing system.
• Familiarity with Five9 contact center reporting.
• Exposure to Python or SQL Server (basic querying or scripting helpful but not required).
• Experience in a faith-based or non-profit organization.

CHARACTERISTICS OF A STRONG CANDIDATE

• Data-driven mindset with a service-focused approach.
• Comfortable working in a newly established analytics environment with evolving tools and processes.
• Excited to build, iterate, and improve on the department’s reporting foundations.
• Confident presenting information to diverse audiences and tailoring explanations for non-technical stakeholders.

About Christian Healthcare Ministries

Founded in 1981, Christian Healthcare Ministries (CHM) is a health care sharing ministry for Christians. CHM is a nonprofit, voluntary cost-sharing ministry through which participating Christians meet each other’s medical bills. The mission of CHM is to glorify God, show Christian love, and experience God’s presence as Christians share each other’s medical bills