Healthcare BI Analyst

Location Remote; Buffalo Employment Type Full time Location Type Remote Department Analytics & Reporting Compensation $80K – $85K • Offers Equity • Offers Bonus Pay Transparency To determine our base salary range, we consider as many of the following data points as are available to us: external market, salary survey data, internal data in terms of comparable roles and our budget for the position. Compensation is both an art and a science (as is negotiating a salary for a new job at a new company!), so what we have posted is our good faith estimate of a fair range for what we expect to pay. We encourage candidates to apply for positions that are of interest and share their desired salary. We consider that as an additional data point, along with candidate skills and qualifications as part of our process. Candidates who apply that are over our budget will not be considered unless they have experience that far exceeds the requirements for our positions where that additional experience has a benefit to the business which we will assess during our recruiting process. Senior Analyst, Member Care Analytics Role is pivotal in ensuring efficient operation of the contact center, reporting to Analytics & Reporting team. Involves creating and maintaining capacity plans, doing deep‑dive analytics on call center operations to uncover opportunities and efficiencies, ensuring service level targets are met, preparing insightful reports for leadership, performing continual performance analysis, collaborating with management to optimize workforce efficiency, supporting troubleshooting, identifying root causes, recommending tech and process solutions, and participating in strategic meetings and special projects. Responsibilities Create and maintain a capacity plan for the contact center that includes short and long‑term workload forecasts, including providing staff allocations required to meet the contact center goals. Create a 16‑week staffing forecast using historical trends and actual performance metrics. Ensure Service Level targets are managed and achieved. Prepare insight‑driven reporting for leadership to inform scheduling forecasts, agent performance management, and operational efficiency. Perform continual analysis of current performance, utilizing historical trends, and conduct frequent re‑forecasting to make necessary adjustments in staffing plans to achieve service level goals and business objectives. Compare Key Performance Metrics (KPIs) on a daily, intra‑day, weekly, monthly, and annual basis to understand the root cause of variation. Support the Centivo Member Care Team using data and root‑cause analysis to make recommendations to process changes to improve SLAs and improve operational efficiency. Collaborate with end‑users and operational partners to identify business needs and ensure implementations meet business requirements and address prioritized needs. Lead the development and analysis of departmental reports to identify trends and drive performance improvements in the contact center. Participate in the assessment of new technologies, new vendors, and any system enhancements being considered. Participate in internal and external meetings for plan design, strategy, and setup. Handle special projects as needed. Qualifications Advanced problem‑solving skills demonstrated by researching and resolving operational issues in a timely and accurate manner. Demonstrated organizational skills and ability to work independently, problem‑solve, and make decisions. Demonstrated ability to work in a fast‑paced environment managing multiple issues with the pressure of production schedules and deadlines. Demonstrated ability to work collaboratively and influence others to drive results across multiple cross‑functional teams. Proficiency in Microsoft Office applications and other web‑based software applications. Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying complex or technical information in a manner that others can understand, as well as ability to Preferred Qualifications Experience in a high‑growth startup JIRA Education and Experience Bachelor’s Degree Required 5 years in Workforce Management and/or Forecasting Proficiency in SQL Proficiency in Tableau, Power BI or other BI tools creating dashboards and tools that drive insights and actions Advanced MS Excel skills Experience working in a Contact Center, including experience with metrics needed in a Contact Center. Experience measuring time performance for a larger customer service team of 20 agents or more Experience with WFM platforms required (e.g., Amazon Connect, Five9/VO, NICE InContact). Work Location Candidates located within commuting distance of our Buffalo office will be considered for both in‑person and hybrid roles. All other applicants will be considered for remote positions. Compensation Range: $80K - $85K #J-18808-Ljbffr