• Contact Center Business Analyst

    Kelsey-Seybold Clinic (TX)


    Responsibilities

    Proactively interpret and develop data analytics/modeling and speech text analytics. Develop advanced analytics/modeling to drive strategy design for Operations. Support and lead process improvement initiatives. Serve as a liaison between various business units in support of ad-hoc cross functional project teams. Use the outputs to identify and present quality and productivity opportunities to senior leadership that support departmental and organizational goals.

     

    Analyze recorded audio and audio-based data sets for critical insights, patterns and trends as well as communicating analysis and proposing process improvements to the organization. Develop and track performance metrics to monitor, measure, and report on effectiveness and goal attainment leading to continuous improvement.

     

    Deliver analysis and propose solution sets to the organization. To be successful the individual in this role must possess solid business acumen in addition to strong analytical skills.

     

    Job Title: Contact Center Business Analyst

     

    Department:** **Ambulatory Svcs

     

    Job Type: Full Time

     

    Salary Range: $64,369 - $79,496 (Pay is based on several factors including but not limited to education, work experience, certifications, etc.)

    Qualifications

    Education

    Required: Bachelor degree in Statistics or other quantitative oriented fields;

     

    7+ years of experience in statistical and analytical capacity will be accepted in lieu of degree.

     

    Preferred: Master’s degree in Statistics or other quantitative oriented fields

    Experience

    Required: 3 years active experience in business analysis, specifically related to contact center statistics

    1 year experience as a project lead with solid exposure to PM techniques

    3 years + experience with Call Analytics Tool

    Preferred: 5 years active experience in business analytics, specifically related to contact center statistics

    2 year experience in speech analytics/speech recognition; preferably CallMiner

    1 year experience as a project manager with solid exposure to PM techniques

     

    License(s)

    Required: N/A

    Preferred: N/A

     

    Special Skills

     

    Required: Solid business acumen

     

    Proficient in Microsoft Suite, with special focus on Excel pivot tables, V-lookups and import/export

     

    functionalities

     

    Strong analytical and report modeling skills

     

    Clear understanding of customer care analytics, functions and processes

     

    Strong verbal and written communication skills to all levels of leadership

     

    Strong knowledge and experience utilizing call analytics tools.

     

    Preferred: Crystal Reporting Experience

     

    Working knowledge of Mini Tab

     

    Proficient in Microsoft Suite, with special focus on Excel pivot tables, V-lookups and import/export functionalities

     

    Strong analytical and report modeling skills

     

    Clear understanding of customer care analytics, functions and processes

     

    Other

     

    Required: Ability to work cross-functionally and collaborate with various teams either ad-hoc or ongoing relationships

     

    Excellent presentation skills

    Preferred: N/A

    **Working Environment:** Office

     

    About Us

     

    Start your career journey and become a part of a community of renowned Healthcare professionals. Kelsey-Seybold Clinic is Houston’s fastest growing, multispecialty organization with more than 40 premier locations and over 65 specialties. Our clinics are comprised of more than 600 physicians and as we continue to grow, our focus is providing quality patient care by adding to our team of clinical and non-clinical professionals that work together in a convenient, coordinated, and collaborative manner. Enjoy the rewards of a successful career while maintaining a work/life balance by joining our team today and changing the way health cares.

     

    Why Kelsey-Seybold Clinic?

     

    + Medical, Vision, and Dental

    + Tuition Reimbursement

    + Company Matching 401K

    + Employee Reward and Recognition Program

    + Paid time off for vacation, sick, and holidays

    + Employee Assistance Program

    + Continuing Medical Education allowance

     

    Kelsey-Seybold Clinic strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by organizational policy or by federal, state, or local laws unless such distinction is required by law. Kelsey-Seybold is a VEVRAA Federal Contractor and desires priority referrals of protected veterans.