Senior BI & Analytics Lead, Contact Center (Remote)

CenterWell; New York (NY); Remote; USD 118,000 - 162,000; Full time

Job summary

Humana, in collaboration with CenterWell, is seeking a Business Intelligence Lead for the VA Contact Center to transform CRM, telephony, quality, and workforce data into actionable insights.

The role partners with operations and IT to drive performance improvements, delivery of data-driven executive briefings, and exploration of AI/RPA opportunities to boost efficiency and member experience.

Qualifications

• Bachelor's degree with 8+ years of technical data analysis experience or Master's with 4+ years of experience.
• Experience with big, complex data sets in large organizations.
• Ability to analyze data to solve business problems and create visualizations for strategic direction.
• Proven ability to work with cross-functional teams and translate requirements between business, PM, and technical teams.
• Healthcare data understanding and strong communication to senior leadership.

Responsibilities

• Lead data and analytics efforts for the VA Contact Center to drive informed decisions.
• Identify trends, risks, and opportunities from multiple data sources including CRM and telephony.
• Collaborate with IT and business partners to advance AI, automation, and RPA initiatives.
• Provide strategic guidance on workforce planning, service performance, and operational readiness.

Skills

Data analysis

Big data

Data visualization

Cross-functional teamwork

Healthcare data

Communication to executives

Consumer experience

Education

Bachelor's degree with 8+ years of experience

Master's degree with 4+ years of experience

Tools

SQL

SAS

Tableau

Qlik

Job description

Humana, in collaboration with CenterWell, is seeking a Business Intelligence Lead for the VA Contact Center to transform CRM, telephony, quality, and workforce data into actionable insights.

The role partners with operations and IT to drive performance improvements, delivery of data-driven executive briefings, and exploration of AI/RPA opportunities to boost efficiency and member experience.