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PA Health & Wellness · 4 days ago

Lead Contact Center Systems Analyst

Missouri, United States

Full-time

Hybrid

Senior Level, Lead/Staff

$87K/yr - $161K/yr

5+ years exp

PA Health & Wellness is a diversified national organization seeking a Lead Contact Center Systems Analyst. The role involves overseeing the collection and analysis of contact center activity data to recommend system improvements that align with business strategies, ensuring efficient operation of contact center systems, and developing future solutions.

FitnessHealth CareWellness

Comp. & Benefits

Responsibilities

Oversees the effort in the implementation process and overall solution design, including business requirements, design, development, and testing of technology system improvements

Provides insight and guidance in analyzing, evaluating, and developing specifications and/or requirements of system to ensure systems are working effectively

Monitors ongoing process improvements, enhancements, and technology upgrades and regularly communicates progress and impact to senior management

Oversees data analysis, user acceptance testing, and root cause process assessments to identify inefficiencies and areas of improvement based on findings

Identifies opportunities based on insights synthesized from available reports and prior experience to streamline business processes and improve user experience

Prioritizes mitigation of system issues and process improvement with senior management based on severity and impact to business operations

Oversees implementation of business requirements into application definitions, workflows, business processes, and solutions

Validates training material accurately reflect new features and system upgrades

Reviews and refines user manuals and documentation on program development, logic, and coding

Leads implementation of best practices for scalability, supportability, maintenance, and system performance and communicates impact to senior management

Performs other duties as assigned

Complies with all policies and standards

Qualification

Data analysisSystem implementationProcess improvementUser acceptance testingBusiness requirements gatheringCommunication skillsLeadership skills

Required

Bachelor's degree

5 – 7 years of related experience

Equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position

Benefits

Competitive pay

Health insurance

401K and stock purchase plans

Tuition reimbursement

Paid time off plus holidays

A flexible approach to work with remote, hybrid, field or office work schedules

Company

PA Health & Wellness

Established to deliver quality healthcare in the state of Pennsylvania through local, regional and community-based resources, PA Health & Wellness is a Managed Care Organization and subsidiary of Centene Corporation (Centene).

Founded in 2016

Camp Hill, Pennsylvania, USA

501-1000 employees