Note: The job is a remote job and is open to candidates in USA. TriWest Healthcare Alliance is a healthcare company focused on connecting America’s heroes with community healthcare. The Performance Reporting Analyst analyzes call center and IVR performance, develops reporting processes and databases, maintains performance scorecards, and provides recommendations and reporting support to internal customers.
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
Skills
- • 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
- Availability to cover any shift
- Works in a standard office environment , with less than 25% travel
- Extensive computer work with prolonged sitting
- Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position
- • 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
Benefits
- Remote work opportunities (AK, AR, AZ, 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).
- Frequent pay raises
- Overtime opportunities to earn even more
- Recognition and reward programs
- Medical, Dental and Vision Coverage
- 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
Company Overview