[Hiring] Senior Analyst, Member Care Analytics @Centivo

Role Description

The Senior Analyst, Member Care Analytics role is pivotal in ensuring the efficient operation of the contact center. Reporting to the Analytics and Reporting team, this position involves:

• Creating and maintaining capacity plans.
• Conducting deep-dive analytics on call center operations to uncover areas of opportunity and efficiencies.
• Ensuring service level targets are met.
• Preparing insightful reports for leadership.
• Performing continual performance analysis.
• Collaborating with management to optimize workforce efficiency.
• Supporting troubleshooting and identifying root causes.
• Recommending technology and process solutions.
• Participating in strategic meetings and special projects.

Responsibilities Include:

• Creating and maintaining a capacity plan for the contact center, including short and long-term workload forecasts and staff allocations.
• Ensuring Service Level targets are managed and achieved.
• Preparing insight-driven reporting for leadership to inform scheduling forecasts, agent performance management, and operational efficiency.
• Performing continual analysis of current performance and conducting frequent re-forecasting.
• Comparing Key Performance Metrics (KPIs) to understand the root cause of variation.
• Supporting the Centivo Member Care Team with data and root cause analysis.
• Collaborating with end-users and operational partners to identify business needs.
• Leading the development and analysis of departmental reports to identify trends and drive performance improvements.
• Participating in the assessment of new technologies and system enhancements.
• Participating in internal and external meetings for plan design, strategy, and setup.
• Handling special projects as needed.

Qualifications

• Advanced problem-solving skills demonstrated by researching and resolving operational issues in a timely and accurate manner.
• Demonstrated organizational skills and ability to work independently, problem-solve, and make decisions.
• Ability to work in a fast-paced environment managing multiple issues with production schedules and deadlines.
• Ability to work collaboratively and influence others to drive results across multiple cross-functional teams.
• Proficiency in Microsoft Office applications and other web-based software applications.
• Excellent verbal and written communication skills.

Requirements

• Bachelor’s Degree Required.
• 5 years in Workforce Management and/or Forecasting.
• Proficiency in SQL.
• Proficiency in Tableau, Power BI or other BI tools.
• Advanced MS Excel skills.
• Experience working in a Contact Center.
• Experience measuring time performance for a larger customer service team of 20 agents or more.
• Experience with WFM platforms required (e.g., Amazon Connect, Five9/VO, NICE InContact).

Benefits

• Free primary care (including virtual).
• Predictable copay and no-deductible benefit plan design.
• Significant savings for employees.

Company Description

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.