Performance Reporting Analyst

Job Summary

Provides and develops processes for reports, analysis and metrics to support recommendations regarding Call Center performance, IVR performance, data integrity and other production and time tracking systems. Creates and maintains the department database. Plays a key role in the development and maintenance of the contact center production and performance scorecard. Provides reporting support and supports internal customers with special information needs.

This position is eligible for remote work in the following states: AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY. The Department of Defense contract requires U.S. citizenship and a favorably adjudicated DOD background investigation. Veterans, Reservists, Guardsmen, and military family members are encouraged to apply.

Education & Experience Required

Bachelor's degree in Business Analytics, Informatics, Statistics or related field; or equivalent experience to include data analysis, performance metrics, problem identification, query development and data reporting. If supporting TRICARE contract, must be a U.S. Citizen and able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation.

Preferred Knowledge

• Knowledge of statistical analysis, quality control, and performance methodologies and approach
• Experience with database development and maintenance, including Microsoft Access and VBA
• Proficient in Excel
• Knowledge of process improvement methodologies
• Knowledge of workforce management concepts and methodology
• Workforce Management software experience
• ACD technology experience (Avaya, InContact, etc.)
• Knowledge of Share Point, InfoPath and other Microsoft technologies for streamlining data and communications
• Experience with Contact Centers data analysis
• Experience with SQL

Key Responsibilities

• Analyzes operating metrics for all aspects of a multi-site virtual call center environment utilizing data from several systems, including Cisco IPCC, Inter-voice IVR, Cisco Call Manager, and communications data warehouse.
• Works with management to make specific recommendations for improved efficiency and resource management.
• Develops and utilizes basic queries for ad-hoc reporting needs as requested by other departments.
• Monitors recurring reports to test for accuracy.
• Identifies inconsistencies within developed reports.
• Identifies gaps in reporting and recommends additional reports or consolidated reports to complete information.
• Provides and monitors utilization and operational performance trends.
• Maintains documentation and ensures that procedures support department and TriWest procedures.
• Performs all other duties as assigned.
• Regular and reliable attendance is required.

Competencies

• Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.
• Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.
• Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.
• High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
• Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
• Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.
• Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Working Conditions

Availability to cover any shift. Works in a standard office environment, with less than 25% travel. Extensive computer work with prolonged sitting.

Company Overview

Taking Care of Our Nation’s Heroes. It’s Who We Are. It’s What We Do. Do you have a passion for serving those who served? Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®! Our job is to make sure that America’s heroes get connected to health care in the community. At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.

Benefits

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

Pay

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $67,000 - $70,000 per year.