Business Intelligence Lead

🔥 0 minutes ago

🐎 Kentucky – Remote

🐎 Kentucky – Remote

💵 $117.6k - $161.7k / year

⏰ Full Time

🟠 Senior

📚 Business Intelligence Analyst

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CenterWell Senior Primary Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

CenterWell Senior Primary Care is a healthcare provider focused on delivering personalized primary care to senior citizens. The company emphasizes a comprehensive and holistic approach to healthcare, addressing the physical, social, and emotional needs of older adults. As part of its service offerings, CenterWell includes home health services and pharmacy support to complement its senior primary care. The organization is committed to offering stability, inclusive benefits, and career growth opportunities for its employees while maintaining a culture of mutual respect and mindfulness. CenterWell is a brand under the larger healthcare entity, Humana.

📋 Description

• Lead data and analytics efforts supporting the VA Contact Center • Transform CRM, telephony, quality management, workforce management and related operational data into actionable business intelligence • Oversee tools, technologies, applications and practices used to collect, integrate, analyze, interpret and present data • Partner with VA Contact Center leadership, Enrollment leadership, Operations and IT to identify trends, risks, opportunities and performance improvement actions • Analyze contact center performance drivers including call volume, average speed of answer, service level, abandonment, first contact resolution, quality, productivity and member experience • Synthesize large and complex data sets into clear recommendations for leadership decision-making • Identify, evaluate and advance AI, automation and robotic process automation opportunities • Support AI and automation initiatives from opportunity assessment and business case development through implementation, adoption and post-deployment benefit validation • Advise operational leadership on contact center functional strategies aligned with enterprise objectives • Assess variable factors, identify root causes, forecast impacts and recommend courses of action • Advise leadership on workforce planning, service performance, process improvement, technology optimization and operational readiness • Lead through influence and communicate findings to technical and non-technical audiences • Drive systems integration projects with internal customers and subcontractors, including technical requirements documentation and collaboration with IT • Track end-to-end integration project progress and present findings • Serve as data steward for customer service data feeds and applications • Define and validate data feeds and monitor data quality • Perform ad hoc data queries to support business operations • Develop and maintain contact center reporting, including government-required reports

🎯 Requirements

• Bachelor's degree and 8 or more years of technical experience in data analysis OR Master's degree and 4 years of experience • 5 or more years of technical experience in data analysis • Advanced experience working with big and complex data sets within large organizations • Experience analyzing data to solve a wide variety of business problems and create data visualizations that drive strategic direction • Proven ability to work with cross-functional teams and translate requirements between business, project management and technical projects or programs • Proficiency in understanding healthcare-related data • Proficiency in verbal/written communication to senior and executive leadership • Passion for contributing to an organization focused on continuously improving consumer experiences • Must be a US citizen • Minimum home internet speed of 25 Mbps download and 10 Mbps upload • Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information • Advanced degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field (preferred) • Advanced proficiency in SQL, SAS and other data systems (preferred) • Experience with Tableau and Qlik for creating data visualizations (preferred) • Expertise in data mining, forecasting, simulation, and/or predictive modeling (preferred) • Experience creating analytics solutions for various healthcare sectors (preferred)

🏖️ Benefits

• Bonus incentive plan based upon company and/or individual performance • Medical benefits • Dental benefits • Vision benefits • 401(k) retirement savings plan • Paid time off • Company holidays • Personal holidays • Paid parental leave • Paid caregiver leave • Short-term disability • Long-term disability • Life insurance • Personal wellness support • Dedicated home workspace arrangement • Remote work arrangement • Occasional travel to Humana offices for training or meetings