• Contact Center Business Analyst

    Job Number
    BH Corporate Office
    CEC-Strategy and Support-Corp
    Address : Street
    2901 North Central Ave
    Address : Location
    Work Schedule
    Position Type
    FT: Full-Time
    Posting Category
    Information Technology - Non-Clinical
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    Those who have joined the Banner mission come from all walks of life, united by the common goal: Make health care easier, so life can be better. If changing health care for the better sounds like something you want to be part of, we want to hear from you.


    This is an exciting new opportunity to be part of our growing Resource Optimization Center – also known as the ROC.  You will report to the ROC Senior Director and will have one Business Analyst colleague.  The ROC team consists of a variety of positions – we have Forecasters, Schedulers, Real-time Analysts, and Business Analysts – all supporting the Banner Health contact centers.  You will be creating reporting to help leaders make decisions and evaluate performance.  This includes business level reporting of call volumes and abandon rates on a daily, weekly, monthly basis.  We will also have agent-level performance scorecards detailing the agents’ metrics and how they are performing relative to goals.  This position will require you to aggregate data from multiple sources to create a wholistic picture of the call center’s success.


    You will learn and actively use our contact center tools such as workforce management software, automated call distributor, customer satisfaction survey tools, and customer relationship management interfaces.  


    Banner Health is investing significant resources to the contact centers to enhance the customer experience.  The exciting part is joining us at the beginning of this journey as we’re building a high-performing team and creating a customer-centric culture.


    Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options so you can focus on being the best at what you do and enjoying your life.


    About Banner Health Corporate
    Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.



    About Banner Health
    Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.


    Job Summary

    This position coordinates and/or collects relevant financial, business and/or statistical data to prepare and interpret reports for management in an accurate and timely manner. This position provides maintenance/updates as necessary to ensure the integrity of assigned systems and databases, as well as department/function processes and standards are met in a timely and accurate manner.Generates and analyzes reports and then recommends corrective actions and or performance improvement plans for the Department. Provides reporting for key contact center capabilities such as the ACD and workforce management software. Develops the needed metrics, measures, reports, and analyses on the Departments business processes and then delivers to the appropriate staff who can action.


    Essential Functions

    • Gathers data from various sources to document, trend and analyze data necessary to complete projects in assigned area. Generates various monthly, weekly, daily or ad hoc reports that enable management to control and analyze operations.


    • Works with management and staff of various departments to assist with data gathering and/or interpretation. Ensures accuracy of information systems and maintenance of reporting. Ensures the integrity of statistical files and databases used for financial and other business reporting purposes.


    • Develops implements and maintains the necessary reporting needed by the Departments management to manage the operation and achieve its objectives. Creates operational data reporting such as agent performance scorecards and business-level dashboards.


    • Prepares timely and accurate reports and presentations for internal and/or external customers/stakeholders to satisfy mandated reporting requirements policy, law or management. Maintains accurate statistical, contractual or other departmental databases, as assigned.


    • Collaborates with Department management on preventative, remedial and improvement opportunities as identified through reporting. For instance, the Analyst monitors forecasted targets to actuals, and works with contact center leadership to develop action plans for significant variances.


    • Analyzes, tracks and maintains daily log of events relating to business results and provides recommendations as required. Supports special projects as needed.



    Minimum Qualifications

    Requires a Bachelors degree in business, mathematics, engineering or a related field or 5-7 years of relevant analyst work experience.

    Requires a minimum of 3 years of contact center related experience. Must have critical thinking skills to identify the root-causes of problems and to prescribe appropriate corrective actions. Must have the ability to identify operational and financial improvement opportunities in processes and policies. Must have good conflict management and problem-solving skills. Must have excellent analytical and organizational skills and the ability to manage multiple priorities with changing needs and deadlines. Must have a good understanding of call center technology, strategies, and operational management. This knowledge includes, but is not limited to, optimizing: service levels; occupancy; cost per call and patient satisfaction.

    Requires strong abilities in statistical analysis, data interpretation, computer software applications, database and spreadsheet programs, plus a proficiency in techniques to generate management reports, projections, allocations, and analyses.A strong working knowledge of Microsoft Windows, Outlook, Word, and Excel is required.

    Preferred Qualifications

    Experience working with data aggregator tools and database management tools such as Tableau; additionally, experience working with large data sets in Teradata and SQL is preferred.Familiarity with patient appointment reminder software is also a plus.

    Additional related education and/or experience preferred.

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