Call Center Reporting Analyst Empyrean Benefit Solutions
Essential Job Functions:
Delivers assigned tasks on time with a high degree of quality, and focus on process standardization and effeciency.
Create and maintain standard and ad hoc reporting for internal and external call center stakeholders.
Ensure the timely and accurate generation of all internal reporting, consistency and standardization amongst the various types of reports and databases.
Maintain and document existing reports, analysis and process, as well as support those systems in a production environment.
consult with leadership on technical solutions to strategic and tactical initiatives, e.g. Scoreboard, Dashboard, and databases. Collaborate with internal business areas, managers, client teams and vendors as needed to ensure processes are efficient.
Develop and enhance call center applications. Code and test moderately complex applications, programs and or systems on a regular basis in accordance with established standards.
Provide technical consulting and assist in the development and implemntation of continuous process improvement action that results in increased customer and provider satisfaction.
Facilitate meeting and preform coaching on an as needed basis.
Provide tactical and strategic volume forecasting for short and long term goals.
Assist team with department initiatives and projects.
Attend training as required.
Assist the Director, Service Center Operations and /or WFM and Team Managers for each supported client team with other assigned reporting, trending duties, etc.
Serves as Empyrean Emergency Response Team for Service Center calls and additional client team operations.
Protects employee data.
Perform other duties as assigned.
Asociate's or Bachelor's degree in Business Management or related field, or an equivalent combination of education or experience.
Two or mor years' experience in business analysis, reporting analysis, or transferable business experience.
A sense of urgency and ability to prioritize to meet deadlines.
Excellent deductive reasoning and probing skills.
Excellent attendance and punctuality are essential.
Microsoft Word and excel experience is required, Salesforce experience is desired.
Strong attention to detail and data entry accuracy.
Strong verbal, writing and math skills.
Preffered Education, Additional Qualifications and Expereince:
Experience in a call center environment.
Experience in a benefits, health insurance or health and welfare environment.
Lean Six sigma or similar continuous improvement background.
Experience with Mainframe, Web applications and network data base systems. (Outlook, MS Office Suite, Excel)
Clear understanding of the project development life cycle.
Ability to prioritize and coordinate numerous projects simultaneously.
Significant cooperation and inerpersonal skills.
Ability to effectively present information and respond to questions from team members, manaGood problemgement, clients, etc.
Preffered Education, Additional Qualifications and Experience:
Working knowledge of call center operations and statistical methods.
Advanced analytical skills, with the ability to interpret and synthesize complex data sets.
Some experience with reporting software.
Ability to create reports.
Good business acumen and political saavy.
Knowledge of business process improvements techniques and strategies.
Excellent verbal and written communication skills.
Decision -making skills.
Good problem solving skills.
Ability to interface with employees at all levels.
Ability to effectively navigate ambiguous situations with limited direction.
Excellent organization skills and ability to successfully prioritize multiple tasks.
Ability to handle multiple projects/priorities.
Extreme ability /willingness to keep information on assigned tasks, discussions, related job duties etc. confidential.
||2401 Fountain View |
Houston, TX 77057