Profile
We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, *WA, WI & WY only).
Veterans, Reservists, Guardsmen and military family members are encouraged to apply!
Job Summary
Provides and develops processes for reports, analysis and metrics to support recommendations regarding Call Center performance, IVR performance, data integrity and other production and time tracking systems. Creates and maintains the department database. Plays a key role in the development and maintenance of the contact center production and performance scorecard. Provides reporting support and supports internal customers with special information needs.
Education & Experience
Required:
- Bachelor's degree in Business Analytics, Informatics, Statistics or related field; or equivalent experience to include data analysis, performance metrics, problem identification, query development and data reporting
- If supporting TRICARE contract, must be a U.S. Citizen
- If supporting TRICARE contract, must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
- Knowledge of statistical analysis, quality control, and performance methodologies and approach
- Experience with database development and maintenance, including Microsoft Access and VBA
- Proficient in Excel
Preferred
- Knowledge of process improvement methodologies
- Knowledge of workforce management concepts and methodology
- Workforce Management software experience
- ACD technology experience (Avaya, InContact, etc.)
- Knowledge of Share Point, InfoPath and other Microsoft technologies for streamlining data and communications
- Experience with Contact Centers data analysis
- Experience with SQL
Key Responsibilities
- Analyzes operating metrics for all aspects of a multi-site virtual call center environment utilizing data from several systems, including Cisco IPCC, Inter-voice IVR, Cisco Call Manager, and communications data warehouse.
- Works with management to make specific recommendations for improved efficiency and resource management.
- Develops and utilizes basic queries for ad-hoc reporting needs as requested by other departments.
- Monitors recurring reports to test for accuracy.
- Identifies inconsistencies within developed reports.
- Identifies gaps in reporting and recommends additional reports or consolidated reports to complete information.
- Provides and monitors utilization and operational performance trends.
- Maintains documentation and ensures that procedures support department and TriWest procedures.
- Performs all other duties as assigned.
- Regular and reliable attendance is required.
Competencies
Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.
Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.
Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.
High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.
Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.
Working Conditions
Working Conditions
- Availability to cover any shift.
- Works in a standard office environment , with less than 25% travel.
- Extensive computer work with prolonged sitting.
Company Overview
Taking Care of Our Nation’s Heroes.
It’s Who We Are. It’s What We Do.
Do you have a passion for serving those who served?
Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®!
Our job is to make sure that America’s heroes get connected to health care in the community.
At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.
Benefits
We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:
- Medical, Dental and Vision Coverage
- Generous paid time off
- 401(k) Retirement Savings Plan (with matching)
- Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
- Tuition reimbursement
- Paid volunteer time
*Annual base salary for Colorado, Hawaii, Washington D.C. and Washington State residents: $64,000- $82,000 depending on experience*
Equal Employment Opportunity
TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that cultivates and supports diversity at every organizational level, including hiring and retaining a diverse workforce, and we highly encourages candidates from all backgrounds to apply. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.
