Business Intelligence Lead
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Job Description
Business Intelligence Lead transforming CRM, telephony, and workforce data into actionable intelligence for Humana’s VA Contact Center. Driving reporting, systems integration, automation, and operational strategy.
Responsibilities:
- Lead data and analytics efforts supporting the VA Contact Center
- Transform CRM, telephony, quality management, workforce management and related operational data into actionable business intelligence
- Oversee tools, technologies, applications and practices used to collect, integrate, analyze, interpret and present data
- Partner with VA Contact Center leadership, Enrollment leadership, Operations and IT to identify trends, risks, opportunities and performance improvement actions
- Analyze contact center performance drivers including call volume, average speed of answer, service level, abandonment, first contact resolution, quality, productivity and member experience
- Synthesize large and complex data sets into clear recommendations for leadership decision-making
- Identify, evaluate and advance AI, automation and robotic process automation opportunities
- Support AI and automation initiatives from opportunity assessment and business case development through implementation, adoption and post-deployment benefit validation
- Advise operational leadership on contact center functional strategies aligned with enterprise objectives
- Assess variable factors, identify root causes, forecast impacts and recommend courses of action
- Advise leadership on workforce planning, service performance, process improvement, technology optimization and operational readiness
- Lead through influence and communicate findings to technical and non-technical audiences
- Drive systems integration projects with internal customers and subcontractors, including technical requirements documentation and collaboration with IT
- Track end-to-end integration project progress and present findings
- Serve as data steward for customer service data feeds and applications
- Define and validate data feeds and monitor data quality
- Perform ad hoc data queries to support business operations
- Develop and maintain contact center reporting, including government-required reports
Requirements:
- Bachelor's degree and 8 or more years of technical experience in data analysis OR Master's degree and 4 years of experience
- 5 or more years of technical experience in data analysis
- Advanced experience working with big and complex data sets within large organizations
- Experience analyzing data to solve a wide variety of business problems and create data visualizations that drive strategic direction
- Proven ability to work with cross-functional teams and translate requirements between business, project management and technical projects or programs
- Proficiency in understanding healthcare-related data
- Proficiency in verbal/written communication to senior and executive leadership
- Passion for contributing to an organization focused on continuously improving consumer experiences
- Must be a US citizen
- Minimum home internet speed of 25 Mbps download and 10 Mbps upload
- Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information
- Advanced degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field (preferred)
- Advanced proficiency in SQL, SAS and other data systems (preferred)
- Experience with Tableau and Qlik for creating data visualizations (preferred)
- Expertise in data mining, forecasting, simulation, and/or predictive modeling (preferred)
- Experience creating analytics solutions for various healthcare sectors (preferred)
Benefits:
- Bonus incentive plan based upon company and/or individual performance
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company holidays
- Personal holidays
- Paid parental leave
- Paid caregiver leave
- Short-term disability
- Long-term disability
- Life insurance
- Personal wellness support
- Dedicated home workspace arrangement
- Remote work arrangement
- Occasional travel to Humana offices for training or meetings
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