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InnovAge · 4 weeks ago

Care Support Business Analyst

Denver, CO

Full-time

Onsite

Mid Level

$77K/yr - $97K/yr

3+ years exp

InnovAge is dedicated to empowering seniors to live independently through its Program of All-inclusive Care for the Elderly (PACE). The Care Support Business Analyst will analyze contact center data, identify trends, and deliver insights to improve customer experience and operational efficiency while collaborating with various teams to enhance reporting capabilities.

Health CareHome Health CarePersonal Health

H1B Sponsor Likely

Responsibilities

Collect, analyze, and interpret contact center data including contact volume, handle time, service levels, and agent performance

Develop and maintain dashboards and reports that provide visibility into key performance indicators (KPIs)

Monitor trends and anomalies in contact center metrics, providing insights and recommendations to leadership

Partner with Workforce Management to forecast staffing needs and optimize scheduling

Support root cause analysis for service disruptions, escalations, and performance gaps

Collaborate with IT and Operations to ensure data integrity and system functionality

Present findings in a clear, actionable format to stakeholders across departments

Track and report on customer satisfaction metrics and feedback loops

Maintain documentation of reporting methodologies and data sources

Identify opportunities for process improvement based on data insights and operational trends

Support implementation of new tools, technologies, and workflows to enhance efficiency

Assist in evaluating the impact of training programs and operational changes

Partner with Quality Assurance to align performance metrics with service standards

Contribute to business cases for technology investments and operational enhancements

Support compliance and audit readiness through accurate reporting and documentation

Collaborate with contact center managers, HR, and finance teams to align data with business goals

Participate in cross-functional initiatives to improve customer experience and operational outcomes

Provide analytical support for strategic planning, budgeting, and workforce initiatives

Serve as a subject matter expert on contact center analytics and reporting tools

Support leadership with ad hoc analysis and special projects as needed

Qualification

Data analysisData visualization toolsContact center analyticsExcel proficiencyCRM systems experienceSQL familiarityProblem-solving skillsCommunication skillsOrganizational skillsInterpersonal skills

Required

Bachelor of Bachelor's degree in Business Analytics, Statistics, Operations Management, or related field

3+ years of experience in contact center analytics, operations, or business intelligence

Proficiency in data visualization tools (e.g., Tableau, Power BI) and Excel

Experience with contact center platforms (e.g., Five9, EPIC,) and CRM systems

Strong analytical, problem-solving, and communication skills

Ability to translate complex data into actionable insights

Mastery of desktop applications, including MS Office (Word, Excel and PowerPoint)

Ability to read, analyze and interpret regulations and other documents

Strong interpersonal skills and ability to effectively and tactfully present information to, and communicate with, co-workers, employees, and others

Possess exceptional English written and verbal communication skills, including accurate grammar and business correspondence knowledge

Ability to read and write memos, reports, and correspondence that conform to prescribed style and format

Ability to define problems, collects data, establish facts, and draw valid conclusions

Able to establish and maintain cooperative and positive working relationships

Organized, detail-oriented, diplomatic, proactive, self-motivated, dependable, and driven by excellence

Even-tempered and able to balance multiple tasks in accordance with changing deadlines and priorities in a fast-paced environment

Ability to work sensitively and effectively with individuals of diverse ethnic and cultural backgrounds

Preferred

Master's degree in Business Analytics, Data Science, or related field

Experience in healthcare or regulated contact center environments

Familiarity with SQL, Python, or other data querying tools

Knowledge of workforce management and quality assurance practices

Experience supporting multi-site or enterprise-level contact center operations

Benefits

Medical/dental/vision insurance

Short and long-term disability

Life insurance and AD&D

Supplemental life insurance

Flexible spending accounts

401(k) savings

Paid time off

Company-paid holidays

Company

InnovAge

InnovAge mission is to enable seniors to age independently in their own homes for as long as possible.

Founded in 1990

Denver, Colorado, USA

1001-5000 employees

https://www.innovage.com/

H1B Sponsorship

InnovAge 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

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Trends of Total Sponsorships

2023 (1)