Senior Analyst, Member Care Analytics
We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.
The Senior Analyst, Member Care Analytics role is pivotal in ensuring the efficient operation of the contact center. Reporting to the Analytics and Reporting team, this position involves creating and maintaining capacity plans, doing deep-dive analytics on call center operations to uncover areas of opportunity and efficiencies, and ensuring service level targets are met. The role requires preparing insightful reports for leadership, performing continual performance analysis, and collaborating with management to optimize workforce efficiency. Additionally, the role supports troubleshooting, identifies root causes, recommends technology and process solutions, and participates in strategic meetings and special projects.
Responsibilities Include:
Working under the guidance of the leader of Analytics and Reporting, this role will perform:
Create and maintain a capacity plan for the contact center that includes short and long-term workload forecasts, including providing staff allocations required to meet the contact center goals. Create a 16-week staffing forecast using historical trends and actual performance metrics.
Ensure Service Level targets are managed and achieved.
Prepare insight-driven reporting for leadership to inform scheduling forecasts, agent performance management, and operational efficiency.
Perform continual analysis of current performance, utilizing historical trends, and conduct frequent re-forecasting to make necessary adjustments in staffing plans to achieve service level goals and business objectives.
Compare Key Performance Metrics (KPIs) on a daily, intra-day, weekly, monthly, and annual basis to understand the root cause of variation.
Support the Centivo Member Care Team using data and root cause analysis make recommendations to process changes to improve SLAs and improve operational efficiency.
Collaborate with end-users and operational partners to identify business needs and ensure implementations meet business requirements and address prioritized needs
Lead the development and analysis of departmental reports to identify trends and drive performance improvements in the contact center.
Participate in the assessment of new technologies, new vendors, and any system enhancements being considered.
Participate in internal and external meetings for plan design, strategy, and setup.
Handle special projects as needed.
Qualifications:
Required Skills and Abilities:
Advanced problem-solving skills demonstrated by researching and resolving operational issues in a timely and accurate manner.
Demonstrated organizational skills and ability to work independently, problem-solve, and make decisions.
Demonstrated ability to work in a fast-paced environment managing multiple issues with the pressure of production schedules and deadlines.
Demonstrated ability to work collaboratively and influence others to drive results across multiple cross-functional teams.
Proficiency in Microsoft Office applications and other web-based software applications.
Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying complex or technical information in a manner that others can understand, as well as ability to
Preferred Qualifications
· Experience in a high-growth startup
· JIRA
Education and Experience:
· Bachelor’s Degree Required
5 years in Workforce Management and/or Forecasting
Proficiency in SQL
Proficiency in Tableau, Power BI or other BI tools creating dashboards and tools that drive insights and actions
Advanced MS Excel skills
Experience working in a Contact Center, including experience with metrics needed in a Contact Center.
Experience measuring time performance for a larger customer service team of 20 agents or more
Experience with WFM platforms required (e.g., Amazon Connect, Five9/VO, NICE InContact).
Work Location:
Candidates located within commuting distance of our Buffalo office will be considered for both in-person and hybrid roles.
All other applicants will be considered for remote positions.
Who we are:
Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.
Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.