POSITION: Care Business Data Professional

DEPARTMENT: 325 – Care Operations

REPORTING SUPERVISOR: Director, Care Operations

DIRECT REPORTS: No

FLSA: Non-Exempt

EMPLOYMENT STATUS: Direct Hire

TRAVEL REQUIREMENTS: Minimal

SCHEDULE: Must be flexible to work various shifts including days, evenings, weekends and holidays

ABOUT THE TEAM

The Customer Operations team is dedicated to creating and applying innovative and efficient process-driven solutions as well as delivering a superior service experience and enhanced product value to each of our Customers daily within the Care organization. The team assists on a wide range of issues across the Care Organization in areas such as specialized service support, call center management support, and corporate project partnering. In alignment with our company’s core values, we strive to maintain the highest level of Customer satisfaction through management of external and internal metrics, focused on defined quality standards.

ABOUT THE JOB

The Care Business Data Professional, in partnership with the BI and data science teams, performs routine business analysis using various techniques, e.g. statistical analysis, explanatory and predictive modeling, and data mining on Customer Care data. Using the latest analytic tools and processes, this person is responsible for creating and maintaining various reports used by the Caring Center leadership to analyze performance and make data driven business decisions. A successful Care Business Data Professional is a person with an avid passion to explore and interpret data who is able to transpose data into views that are easily interpreted by a wider audience. The role requires an individual who is well written, with high attention to details, a proven track record of successful, professional communication with all levels of management, and that can use analytics to develop and publish meaningful reporting and dashboards for all levels of Care leadership.

RESPONSIBILITIES

• Develop, implement, and maintain leading-edge analytic systems, taking complicated problems and building simple report frameworks on customer and caller statistics for the department, specific teams, and individual agents on an adhoc and scheduled basis; report findings along with trending and analysis to Caring Center leadership
• Provide accurate, insightful reporting – specifically reports on expenses, operational productivity trends, and product utilization trends. Has knowledge of report content to ensure it is reflective of the business and operational direction of the department; provide oversight of information to troubleshoot reporting issues and unusual trends
• Partner with BI and data science teams to develop reporting to tell a consistent story enterprise wide for Care performance and quantify external impacts to the advisors and customer base. Collaborate both internally and externally to ensure reporting solutions are scalable, repeatable, effective, and meet the expectations of internal customers
• Partner with Care Leadership and WFM to provide staffing data to drive consistent data to help drive meeting service levels, agent adherence, and other real-time objectives across the Caring Center department
• Proactively analyze data to answer key questions from stakeholders or out of self-initiated curiosity with an eye for what drives business performance, investigating and communicating areas for improvement in efficiency and productivity
• Acts as a key project/workgroup team member, specifically in value identification and measurement, requirements definition and testing activities
• Interface with Caring Center leadership, Human Resources, and Operations regarding factors that may impact customer satisfaction, staffing, service levels, and advisor satisfaction
• and assist in coordinating call center activities with operations management
• Create and maintain workforce management system scorecard and ensure integrity of workforce data to analyze patterns and outliers
• Create and maintain rich interactive visualizations through data interpretation and analysis integrating various reporting components from multiple data sources
• Other duties as assigned

QUALIFICATIONS

Education: Bachelor’s degree preferred or equivalent experience

Certification(s):

Experience:

• Minimum 1 year of experience in data mining and report creation in metric driven environment required
• Prior experience with reporting in workforce management and call distribution systems preferred

Knowledge/Skills/Abilities:

• Knowledge in Microsoft Office, to include Word, Excel, PowerPoint and Outlook
• An understanding of relational database concepts and familiarity with SQL database reporting skills
• Ability to create a story from data using advanced reporting and data tools such as Alteryx and Tableau preferred

Personal Attributes:

• Analytical, resourceful, and able to multi-task
• Passion for data exploration and finding correlations
• Effectively present information in a persuasive story format
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Customer focused
• Works well under pressure
• Ability to discern when to make decisions in a real-time environment vs. when to seek approval
• Exercises sound decision-making, strong interpersonal and conflict management skills
• Ability to multi-task and migrate between software programs, and or projects
• Problem solving skills
• Commitment to ethical behavior