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Navitus Health Solutions · 2 months ago

Business Analyst, Call Center - Archimedes

US-MO-Earth City

Full-time

Onsite

Entry, Mid Level

2+ years exp

Navitus Health Solutions is a leader in specialty drug management solutions, and they are seeking a Business Analyst for their call center. The role involves analyzing call center performance data, generating reports, and providing insights to improve operational efficiency and customer satisfaction.

Health CareInformation Technology

H1B Sponsor Likely

Responsibilities

Develop and maintain dashboards

Generate and maintain comprehensive call center performance reports utilizing PureCloud, SQL database, and PowerBI

Manage and execute outbound calling projects

Forecast call demand and support capacity planning efforts

Collaborate with IT and WFM teams to implement data-driven strategies

Maintain the highest level of data integrity within the PureCloud environment and SQL databases

Monitor service level agreements and customer satisfaction scores

Analyze key performance indicators (KPIs) such as Service Level, Average Handle Time (AHT), First Call Resolution (FCR), Quality Assurance (QA) scores, Customer Satisfaction (CSAT), and Net Promoter Score (NPS)

Identify process improvement opportunities and recommend solutions

Proactively review call center platform software updates, new features, and release notes

Develop and implement change management plans, including communicating updates to relevant teams and providing training support as needed

Act as primary point of contact for call center platform software related inquiries and troubleshooting

Participate in, adhere to and support compliance and diversity, equity, and inclusion program objectives

Other duties as assigned

Qualification

Business AnalysisData VisualizationCall Center SoftwareSQL DatabasePowerBIHealthcare ExperienceMicrosoft Office SuiteAI/Machine LearningChange Management

Required

Bachelor's degree in Business Administration, Information Technology, Data Science, or related field, or equivalent work experience, required

2+ years of experience as a Business Analyst, Data Analyst or similar role, specifically within a call center environment required

Experience with data visualization tools, PowerBI, is required

Proficient in Microsoft Office Suite (advanced Excel, PowerPoint, Word)

Advanced proficiency with call center software (plus for PureCloud) for reporting, administration, and campaign management

Preferred

Experience in Healthcare preferred

Experience with AI/Machine Learning applications in a call center context preferred

Company

Navitus Health Solutions

Navitus Health Solutions LLC is a full service, URAC-accredited pharmacy benefit management company.

Founded in 2003

Appleton, Wisconsin, USA

1001-5000 employees

https://www.navitus.com/

H1B Sponsorship

Navitus Health Solutions has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2022 (1)