The Reporting, Analysis and Administration team supports Blue Shield of California with design, development, and management of Verint, Genesys and Avaya platforms. We provide business support expertise and manage requirements deliverables. Currently, this includes Routing, Quality, Speech, WFM, Performance Management and Desktop Analytics modules. The Business Analyst, Senior will report to the Senior Manager, Data Analysis-Health. In this role you will interface with Work Force Management, IT Telephony and our frontline contact center agents, their management, and executives to ensure operational efficiency.
Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.
Your Work
In this role, you will:
Provide complex analytical support through the analysis and interpretation of data in support of cross-functional business operations
Develop annual operating plans, capital budgets and forecasts, and build business cases for new business initiatives (cost/benefit analysis)
Develop, prepare, and analyze reports with complex analysis and data for management review, and present to various levels of management
Define business requirements and provide analysis to increase operational efficiency
Provide analytical support for multiple, complex cross-functional projects simultaneously; establish work plans and timelines
Collaborate with business users, IT teams, and vendors to understand system requirements and business processes related to Verint, Genesys and Avaya systems
Configure and validate changes to user access, routing, quality monitoring forms, speech categories and desktop triggers as needed by the business
Analyze, troubleshoot, and resolve technical issues and incidents related to our contact center platforms, ensuring minimal disruption to business operations
Participate in stakeholder meetings to discuss business pain points and offer technical solutions utilizing supported platforms
Producing technical guides, standard methodologies documents, and configuration and installation content for internal and external use
Your Knowledge and Experience
Requires a bachelor’s degree or equivalent experience
Requires at least 5 years of prior relevant experience
Functional knowledge of contact center operations
Excellent communication skills with the ability to provide both verbal and written instruction to a wide audience
Knowledge of Verint Performance Management, Speech and DPA is highly desired
Knowledge of Avaya or Genesys call routing highly desired
Strong interpersonal skills and good judgment with the ability to collaborate effectively in a team environment required
Blue Shield of California strives to create a healthcare system worthy of its family and friends that is sustainably affordable. The health plan is a tax paying, nonprofit, independent member of the Blue Shield Association with nearly 6 million members, over 7,500 employees and more than $25 billion in annual revenue.
Founded in 1939 in San Francisco and now headquartered in Oakland, Blue Shield of California and its affiliates provide health, dental, vision, Medicaid and Medicare healthcare service plans in California. The company has contributed more than $60 million to Blue Shield of California Foundation in the last three years to have an impact on California communities.
For more news about Blue Shield of California, please visit news.blueshieldca.com.
