Business Analyst - Call Center

UCSF Health, AG; Brisbane (CA); On-site; USD 85,000 - 120,000; Full time

Job summary

UCSF Health is seeking an experienced Business Analyst to support the Contact Center and Access Shared Services operations in Brisbane. The role requires independent work, data-driven decision making, and effective communication of analysis to management.

The analyst will forecast demand, advise staffing adjustments, monitor performance metrics, and develop dashboards using Epic, Genesys, and other BI tools. On-site work in Brisbane is required as needed.

Qualifications

• Bachelor's degree in a related area or HS Diploma/GED with four years of related experience; and three or years of related experience, preferably in a large healthcare or call center organization.
• One or more years of experience in contact center operations (≥100 agents) or other high-volume environment.
• Experience with large data sets and business intelligence tools; ability to produce high-quality reports.
• Strong BI knowledge, analytics, and best practices for operating a large centralized service organization.
• Strong written and verbal communication skills to convey complex information clearly.
• Ability to present to multiple locations and work on-site in Brisbane as required.

Responsibilities

• Perform operational performance analyses related to Access Transformation project and Contact Center operations.
• Conduct Workforce Management forecasting based on past and predicted demand; advise staffing adjustments to maintain service levels.
• Analyze staffing for new clinic/service onboarding and evaluate call volume efficiency.
• Monitor and evaluate Contact Center staffing, call volume, and experience metrics.
• Develop productivity measurements and dashboards (Epic, Genesys, telephony) and support ad hoc reporting.
• Create and maintain reports for current-state performance of Contact Center and Access Transformation.
• Support technology utilization, platform implementation, and integration; manage related equipment.
• Establish strong relationships with customers and stakeholders.

Skills

Data analysis

Communication

Critical thinking

Staff planning

Forecasting

Education

Bachelor's degree in a related area

HS Diploma/GED with related experience

Tools

Epic (Apex)

Telephony system

Data platforms

Genesys

Job description

Description & RequirementsJob Description

Applies skills and experience as a seasoned business analytics professional to UCSF Contact Center and Access Shared Services operations. Under minimal supervision, works independently, uses tools, provides support and effective staff planning to deliver the appropriate level of service to UCSF patients within the Contact Center environment. The analyst must have a clear and working understanding of the interrelationships between various data points, KPIs, operational performance, staffing, scheduling and the distribution of work product within the Contact Center. The analyst must also have a clear and working understanding of UCSF EMR Epic (Apex), telephony system and data platforms. Must also demonstrate strong written skills, computer skills, and the ability to effectively communicate data analysis to the management team.

Contact Center Business Analyst provides:

• Various operational performance analyses related to the Access Transformation project and Contact Center operations.
• Workforce Management Forecasting analysis based on past and predicted demand; anticipate surges and declines, and work with the supervisor to recommend adjustments to staffing levels to maintain service levels.
• Staffing analysis and recommendations regarding new clinic/service onboarding
• Monitoring and evaluating Contact Center staffing levels, call volume efficiency, and experience metrics.
• Recommendations to Contact Center operational units regarding leave management and expected service levels.
• Development of, and access to, productivity measurements and tracking tools, including but not limited to Epic dashboards, Genesys or other Telephony dashboards, and ad hoc reporting.
• Create and maintain various reports for Contact Center and Access Transformation current-state performance.
• Support technology utilization, management, enhancement, and integration. This includes equipment management, platform implementation, and validation.
• Establishes excellent working relationships with all customers.

QualificationsRequirements:

• Bachelor's degree in a related area or HS Diploma/GED with four years of related experience; and three or years of related experience, preferably in a large healthcare or call center organization; an education background in data sciences or related quantitative fields can substitute part of the related experience.
• One or more years of experience in contact center operations (preferably one with +100 agents) or other high-volume complex service and/or operational environment.
• Experience working with large amounts of data and business intelligence applications/tools. Ability to produce high-quality reports and documentation.
• Thorough knowledge of business intelligence functions, analytics, industry standards and best practices related to operating a large centralized service organization (e.g. Call or Contact Center).
• Strong critical thinking and problem-solving skills to manage complex information, assess problems, and develop and effective solutions.
• Detail-oriented, with the ability to manage time and organize competing priorities.
• Strong written and verbal communication skills with the ability to convey complex information in a clear, concise manner.
• Strong interpersonal skills for effective collaboration with a broad range of professional and technical staff.
• Req Proven ability to serve as a technical resource providing advice and counsel on business intelligence issues.
• Ability to present to all locations maintained and supported by Contact Center, Note: This position is located in Brisbane and does require one to work on site based on business needs.

Preferences:

• Master's Degree in a related field (business, nursing, health, or the health care administration field).
• Experience working with Epic.
• Experience with workforce management software and contact center platforms (e.g. Calabrio, Talkdesk, or similar platforms).

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as about/mission-and-values . In addition to , UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available . Join us to find a rewarding career contributing to improving healthcare worldwide.

EEO Statement

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.