Data Analyst - Contact Center

Brighton Health Plan Solutions; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading healthcare enablement company is seeking a Data Analyst for their contact center. This remote role focuses on reporting, analytics, and efficiency improvements. The ideal candidate will have strong analytical skills, experience with contact center solutions, and a Bachelor's degree. Join a diverse team committed to transforming healthcare delivery.

Benefits

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

Qualifications

• 3+ years' experience with contact center analytics and reporting.
• Demonstrated potential to manage medium scale projects.
• Experience working with large datasets.

Responsibilities

• Develop advanced call center reporting with actionable trend analysis.
• Analyze large amounts of data to provide meaningful insights.
• Create strategies to improve customer support and minimize expense.

Skills

Analytical Skills

Communication

Technical Skills

Education

Bachelor's degree in mathematics, finance, data informatics or related field

Tools

Salesforce

Microsoft SQL Management Studio

Excel

Genesys

Nortel

Avaya

Ring Central

Cisco

Job description

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Data Analyst- Contact Center

Brighton Health Plan Solutions

REMOTE

Full Time

About The Role

The Data Analyst will be an analytically driven team player responsible for various reporting and analytical functions within a dynamic entrepreneurial environment, focusing on contact center reporting, trending, analysis with actional recommendations. The Data Analyst will act as a liaison between the Contact Center, Operations and Analytics for reporting and analytic development purposes, with a focus on efficiency identification, call reduction, and productivity. Candidate should be able to independently design and develop reports, dashboards, scorecards, analytic solutions by identifying reporting/analytic requirements.

This is a remote role. We are currently hiring in the following states ONLY: Connecticut, Colorado, Florida, Georgia, Illinois, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Washington.

Primary Responsibilities

Travel Required - one week, quarterly.

Develop advanced call center reporting with actionable trend analysis.

Creating ad hoc reports and automating existing reports to reduce manual input.

Develop and produce high complexity dashboards.

Identify trends, emerging issues and communicate findings utilizing such tools as presentation decks, reports, and other relevant formats.

Analyze large amounts of data and information to provide meaningful insights.

Create strategies to improve customer support and minimize expense

Analyze current performance and proposing solution-based process assessments and improvements.

Quantify the impact of business initiatives by partnering with all levels of the organization

Essential Qualifications

Demonstrated potential to manage medium scale projects

Working knowledge of Salesforce.

Exceptional analytical and technical skills with strong attention to detail.

Proficient in the use of Microsoft SQL Management Studio and Excel.

Working knowledge and experience with Contact Center Solutions such as Genesys, Nortel, Avaya, Ring Central, Cisco.

Experience working with large datasets.

Excellent communication (both written and verbal) and organizational skills.

Demonstrated ability to complete multiple competing tasks with the ability to effectively manage under tight deadlines.

3+ years' experience with contact center analytics and reporting, healthcare setting a plus.

Bachelors' degree in mathematics, finance, data informatics or related field a plus.

Knowledge of Power Pivot a plus.

Understanding of ROI as it relates to technology, process and other investments

About

At Brighton Health Plan Solutions, LLC, our people are committed to the improvement of how healthcare is accessed and delivered. When you join our team, you’ll become part of a diverse and welcoming culture focused on encouragement, respect and increasing diversity, inclusion and a sense of belonging at every level. Here, you’ll be encouraged to bring your authentic self to work with all of your unique abilities.

Brighton Health Plan Solutions partners with self-insured employers, Taft-Hartley Trusts, health systems, providers as well as other TPAs, and enables them to solve the problems facing today’s healthcare with our flexible and cutting-edge third-party administration services. Our unique perspective stems from decades of health plan management expertise, our proprietary provider networks, and innovative technology platform. As a healthcare enablement company, we unlock opportunities that provide clients with the customizable tools they need to enhance the member experience, improve health outcomes and achieve their healthcare goals and objectives. Together with our trusted partners, we are transforming the health plan experience with the promise of turning today’s challenges into tomorrow’s solutions.

Come be a part of the Brightest Ideas in Healthcare.

Company Mission

Transform the health plan experience – how health care is accessed and delivered – by bringing outstanding products and services to our partners.

Company Vision

Redefine health care quality and value by aligning the incentives of our partners in powerful and unique ways.

DEI Purpose Statement

At BHPS, we encourage all team members to bring your authentic selves to work with all of your unique abilities. We respect how you experience the world and welcome you to bring the fullness of your lived experience into the workplace. We are building, nurturing and embracing a culture focused on increasing diversity, inclusion and a sense of belonging at every level.

*We are an Equal Opportunity Employer

Annual Salary Range: $70,000-$90,000

The salary range and/or hourly rate listed is a good faith determination that may be offered to a successful applicant for this position at the time of the posting of an advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable by law including but not limited to location, years of relevant experience, education, credentials, skills, budget and internal equity.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Analyst

• Industries

  Hospitals and Health Care, Insurance, and Telephone Call Centers

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

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