Contact Center Analyst

Position Summary: The Contact Center Analyst is responsible for supporting Alignment Healthcare communications data driven contact center management, trend-based analysis, propose action, and process improvement. The role will require usage and subscription audits, account management, and services inventory. The Analyst will be responsible for providing business with data resources, reports, visualizations, and various file types for CMS reporting, compliance, enrollment verification requirements. The role will also require focus on staging, stratifying, compiling, and access to legacy and future contact center, off site, and data center analytics. The Contact Center Analyst must have the ability to articulate contact center analysis to business representation as well as provide training for data retrieval and display methods. The role will require working with 3rd party BPO or Alignment partners to compile and centralize data, create unification methods, and produce bridged reports. The Contact Center Analyst will also produce contact center dashboarding within Cloud applications, Microsoft PowerBI, and FreshService. The Contact Center Analyst will be required to manage workforce data to produce adherence, forecasting, predictions, and projections. Will also collaborate with Contact Center management to optimize staffing, time management, and workflows. The Contact Center Analyst will play a critical role in data driven Contact Center Telecom team alerting, providing data insights and trend-based efficiencies. The role will also require collaboration with service desk to design and manage Telephony ticketing structure and data points. The Analyst will conduct audits to ensure Telecom service levels, ticket processing, data entry and documentation. Individual must have the ability to document efficiently across multiple applications including Excel, Visio, PowerPoint, and Word. The Contact Center Analyst will also provide data to meet requirements for strategic initiatives, projects, and research.

General Duties/Responsibilities:

(May include but are not limited to)

• Work with business to ensure data availability and structure to meet CMS, compliance, enrollment, and audit requirements.

• Analyze usage data including channels of communication, subscriptions, legacy services, and cloud storage to project outcomes and actions.

• Compile data, stage, and design methods for accessing legacy data and files.

• Work with BPO and Alignment partners to obtain and stratify data and files for centralization and access.

• Articulate data and analytics to business leads as well as provide training on obtaining, viewing, or visualizing reports.

• Produce business and DTS dashboards using technologies such as PowerBI, Contact Center applications, Alignment Insights, or real time feed.

• Work with DTS management to provide contact center analytics that will drive staff efficiencies, accountability, and optimized results.

• Document Telecom standards and procedures, service level agreements, inventory, and version controls.

• Collaborate with DTS service desk to formalize, structure, and design Fresh Service Telecom specific self-help menus, ticketing categories, and data points.

Additional Duties/Responsibilities:

(May include but are not limited to)

• Provide weekly staff performance analytics, comparisons, and dashboards from Harvest, Fresh Service, Contact Center applications, and ADP.

• Review monthly Telecom billing invoices for accuracy, charges, and money saving opportunities. Manage the review and approval process.

• Provide data, research, and timeline of events during outages, extended issues, and system failures.

• Document tasks, backlog items, and features in Microsoft Visual teams Services.

• Evaluating changes and updates to data sets, sources, and production applications.

• Compiling data from multiple sources for centralization in support of strategic initiative.

• Working with external vendors to obtain data and provide methods for future access.

Minimum Requirements:

This position requires a background in data driven management, predictions, efficiencies, structure, reporting and documentation.

This role requires the following:

1. Minimum of 2+ years' experience as a contact center data analyst.

2. Minimum of 3+ years' experience working with contact center technologies.

3. Minimum of 3+ years' experience working in the healthcare industry.

4. Familiarity with data and analytics terminology, tools, and basic structure.

5. Familiarity with ticketing and tracking applications.

6. Proficiency in Microsoft Office applications.

Education Requirements:

1. Enrollment or completion of data and analytics focused courses or certifications.

2. Experience with any or all of the following: SQL, Excel, PowerBI, PowerPoint, SharePoint, Visual Teams Studio, Visio, and Word.

3. High level written and verbal skills and ability to efficiently communicate and educate.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.