Job Description

1. Independently conduct data analysis related to major projects and operational activities that includes the following activities:
   
   • Design analysis and develop programs to gather data to be reported
   • Analyze trending information to identify root causes and develop recommendations for resolution, prevention procedures, design member experience servicing pilot and processes improvement
   • Constructing documentation analysis and execute solutions as directed by management.
   • Analyze trends and make recommendations in relation to call/interaction volume, shrinkage to determine representative staffing level and representative performance measures.
   • Responsible for the development of short and long-term forecasting to estimate performance needed to meet each stakeholder service level expectations.
2. Serve as Customer Relations subject matter expert on major department and corporate initiatives, projects, process improvement or any other major activity as assigned by management independently.
   
   • Independently ensure Customer Relations' needs are addressed; must be able to clearly articulate business needs so that the department is not negatively affected and elevate concerns and issues to management when applicable. Pursue issues until a satisfactory resolution is reached.
3. Support Call Center Operations
   
   • Document business requirements to implement and test changes to Customer Relations call tree options and other communication channels that reach Customer Relations.
   • Ad hoc analysis and reporting
   • Assist staff with using telephone and CRM software
   • Gather member or provider interaction documentation such as call recordings and call documentation as requested
4. Performs all other miscellaneous responsibilities and duties as assigned or directed.

1. Bachelor's degree and two years of related work experience, or equivalent combination of education and related work experience.
2. Strong verbal and written communication skills.
3. Intermediate knowledge of Microsoft Office applications. Including but not limited to Word, Excel, Outlook, and PowerPoint.