Customer Relations Business Analyst I
HMSA, Honolulu, HI, United States
Duration: Full Time
- 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.
- 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.
- 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
- Performs all other miscellaneous responsibilities and duties as assigned or directed.