Perform various analysis and interpretation to link business needs and objectives for assigned function.
Monitor systems, detect, and manage incidents impacting call center operations.
Lead bridge calls to facilitate collaboration between IT and business partners to restore services quickly.
Conduct business impact assessments, support IVR and telephony platforms, and lead assigned side initiatives to improve detection, response, and overall call center availability.
Support business initiatives through data analysis, identification of implementation barriers and user acceptance testing of various systems.
Identify and analyze user requirements, procedures, and problems to improve existing processes.
Perform detailed analysis on multiple projects, recommend potential business solutions and ensure successful implementations.
Identify ways to enhance performance management and operational reports related to new business implementation processes.
Coordinate with various business units and departments in the development and delivery of training programs.
Develop, share, and incorporate organizational best practices into business applications.
Diagnose problems and identify opportunities for process redesign and improvement.
Formulate and update departmental policies and procedures.
Serve as the subject matter expert on the assigned function product to ensure operational performance.
Ability to travel.
Perform other duties as assigned.

Bachelor’s degree in related field or equivalent experience.
4+ years of business process analysis experience in healthcare industry and/or customer service or call center functions.
Experience managing projects with a high reliance on technology.
Knowledge of data integration, software enhancements/planning and Agile preferred.

Business Analyst III – Call Center Operations

Key skills