Remote BI Lead - Contact Center Analytics

Humana Inc; Kentucky; Hybrid; USD 118,000 - 162,000; Full time

Job summary

Humana Inc. is seeking a Business Intelligence Lead to guide data and analytics for the VA Contact Center, translating CRM, telephony, quality management, and related systems into actionable insights that drive operational excellence.

The role partners with VA Contact Center leadership, Enrollment, Operations and IT to identify trends, risks, and opportunities. It offers a remote-friendly setup with periodic travel and a competitive compensation package.

Qualifications

• Bachelor's degree with 8+ years of data analysis experience or Master's with 4+ years.
• Experience with big, complex data sets in large organizations.
• Ability to translate requirements between business, project management and technical teams.
• Proficiency with healthcare data and communicating to senior leadership.

Responsibilities

• Drive data integration projects with internal customers and subcontractors; deliver insights and track progress.
• Define and validate data feeds from customer service apps; monitor data quality.
• Perform ad hoc data queries to support operations.
• Develop and maintain contact center reports, including government-required reports.

Job description

Humana Inc. is seeking a Business Intelligence Lead to guide data and analytics for the VA Contact Center, translating CRM, telephony, quality management, and related systems into actionable insights that drive operational excellence.

The role partners with VA Contact Center leadership, Enrollment, Operations and IT to identify trends, risks, and opportunities. It offers a remote-friendly setup with periodic travel and a competitive compensation package.