Senior Business Analyst

Caring. Connecting. Growing together.

Primary Responsibilities

• Anticipate customer needs and proactively identified solutions
• Provide insight into areas of opportunity on metrics and / or the efficient use of resources using data both internally as well as with our vendor partners
• Utilize models, dashboards, processes to facilitate awareness and understanding both within the workforce teams as well as the operational business units they support
• Plan, prioritize, organize, and complete work to meet established objectives
• Find creative solutions to complex problems through data management and analytics
• Communicate strategic plans, trends and volume expectations for internal and vendor populations
• Anticipate customer needs and proactively identify solutions
• Make decisions autonomously with little direction to identify/solve complex problems
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
  

Required Qualifications

• 2+ years of experience in service operations center, call center or Workforce Management
• 1+ years of experience with Workforce Management software (such as IEX, Aspect, Workforce Management IEX, Blue Pumpkin)
• 1+ years of experience leading or managing projects
• 1+ years of statistical analysis experience
  

Preferred Qualifications

• Undergraduate degree
• 1+ years of experience working in systems administration, logistics, demand planning, or reporting
• 1+ years of experience working with financial models/budgets
• Experience scheduling, conducting planning meetings, and managing capacity
• Health care industry experience
• 1+ years of SQL coding
• 1+ years of Tableau utilization
  

Demonstrated Skills

• Analytical skills
• Statistical modeling experience
• Excellent written and verbal communication
• Presentation skills
• Advanced understanding of Excel
• Negotiation or influence and relationship management skills
• Be a solid change agent and resilient to roadblocks
• Bias toward action
• Solve complex problems on own; proactively identifies new solutions to problems