Posted in Other 30+ days ago.
Location: Monterey Park, California
Blue Shield of California's mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that truly serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our comprehensive approach to diversity, equity, and inclusion combines a focus on our people, processes, and systems with a deep commitment to promoting social justice and health equity through our products, business practices, and presence as a corporate citizen.
Blue Shield has received awards and recognition for being a certified Great Place to Work, best place to work for LGBTQ equality, leading disability employer, one of the best companies for women to advance, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we are striving to make a positive change across our industry and the communities we live in - join us!
Your Role
The Reporting, Analysis and Administration team supports all Work Force Optimization (WFO) team members with design, development, and management of the Verint product. We provide business support expertise and manage requirements delivery to identify, interpret and produce business requirements deliverables for the Verint platform. Currently, this includes Quality, Speech, WFM, and Backoffice modules. The Business Analyst, Consultant will report to the Senior Manager, Data Analysis. In this role you will work with cross functional teams in a fast-paced environment and are responsible for key product development tasks such as requirements documentation, product configuration, data analytics, implementation, and delivery of Verint solution. This role will interface with Work Force Management, IT and our frontline contact center agents their management and executives to ensure operational efficiency.
Your Work
In this role, you will:
Serve as the Subject Matter Expert on Verint technology and supports all aspects of the Verint Workforce Management Optimization platform utilized for forecasting, workload scheduling, quality monitoring, desktop analytics, and speech & text analytics
Responsible for overall configuration and stability monitoring of Verint platform
Responsible for validating reported issues from end users and when appropriate working with IT and our Verint partners to implement solutions
Successfully partner and communicate across the Customer Experience organization to define and measure key performance indicators (KPIs) based on raw data and interview insights
Provides documentation, policy, procedures and training support to all end users and management
Provide highly complex analytical support through the analysis and interpretation of data in support of cross-functional business operations
Lead the development of annual operating plans, capital budgets and forecasts, and provide analytical savings and gap analysis within the product suite of tools supported by the WFO team
Develop, prepare, and analyze reports with highly complex analysis and data for management review, and presents to various levels of management
Define business requirements and provide analysis to increase operational efficiency through process improvement initiatives, research, and best practice implementation
Provide analytical support for multiple, highly complex cross-functional projects simultaneously, establish work plans and timelines, coordinates with internal and external resources
Identifies and enforces key administrative activities, including establishing peer review process, designing, testing and validation of new rules/use cases, and maintaining appropriate reference and change log documentation
Identifies new opportunities to add value both within and beyond the scope of formal projects
Exercises independent judgment and discretion in matters of significance
Your Knowledge and Experience
Requires a bachelor's degree or equivalent experience
Requires at least 7 years of prior relevant experience
Requires Verint Version15.2 system knowledge at an administration level and familiarity with call recording, quality monitoring, customer survey, performance management, desktop processing analytics, speech analytics and WFM
Superb communication skills with the ability to provide both verbal and written instruction to a wide audience
Knowledge of voice based applications and CTI standard protocols and technologies and their application as it pertains to the Verint platform
3-5 years' experience in contact center operations, telephony or work force management required
Demonstrated knowledge and experience in virtual call center intelligent call routing, ACD and WFM technology required
Our Values
Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short
Human. We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes
Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals
Additional Information
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The Kroger Co.
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The Kroger Co.
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The Kroger Co.
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