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Associate Business Analyst Job in United States
Bright HealthCare , United States

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 17, 2021
Last Date
Jun 17, 2021
Location(s)

Job Description

ABOUT THE ROLE
The Associate Business Analyst Contact Center Operations is responsible for the overall monitoring and reporting of staff and processes for Contact Center operations, with monitoring different sales platforms through various communication channels, including but not limited to inbound and outbound phone calls, web chat, text and email as required. As the Associate Business Analyst Contact Center Operations, you will play a critical role in Bright Health’s success by conducting Quality Assurance (QA) and Work Force Management (WFM) functions to support fluid and successful day to day operation and compliance.YOUR RESPONSIBILITIES
  • Observe, manage and report on live workflows, communication channel queue and agent adherence, assisting management with real time adjustments for optimal utilization
  • Conduct Quality Assurance (QA) observations on agent interactions and report results to contact center leadership
  • Facilitate Work Force Management (WFM) tasks including forecasting labor requirements and creating staff schedules to accommodate estimated inputs and outputs
  • Work with Contact Center Supervisor to identify trends from WFM amp; QA analysis and identify areas of improvement through data analysis and call monitoring
  • Assist as needed with reporting of the contact center KPIs
  • Assist as needed in campaign coordination with Contact Center Supervisor to meet established goals, KPIs and SLAs to support organizational goals through these campaigns
  • Assist as needed in auditing Knowledge Base and Reference materials
EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE
  • Associate’s Degree preferred, ideally in business management, communication or marketing related fields
  • Two (2) or more years relevant training experience is preferred
  • Possess exceptional communication skills over multiple communication channels.
  • Proficiency with Microsoft Office suite, web-based applications and use of the internet
  • Team player and an adept problem solver
  • Professional demeanor while facilitating conflict resolution
  • See the value in cultivating long lasting relationships and are successful at doing so
  • Ability to proficiently read, write, and speak in both English and Spanish is highly preferred
LICENSURES AND CERTIFICATIONS
  • State insurance license is required within the first year of employment
ABOUT USAt Bright Health, we brought together the brightest minds from the health care industry and consumer technology and together we created Bright Health: a new, brighter approach to healthcare, built for individuals. Our plans are easy to manage, personalized and more affordable, giving people the quality care they deserve. Through our exclusive care partnerships with leading health systems in local communities we are reshaping how people and physicians achieve better health together.We’re Making Healthcare Right. Together.
We've won some fun awards like:Great Places to Work,Modern Healthcare,Forbes, etc. But more than anything, we're a group of people who are really dedicated to our mission in healthcare. Come join our growing team!As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
BRIGHT ON!

Job Specification

Bright HealthCare

Information Technology and Services - Austin, United States