Highlights
We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning. The Reporting, Analysis and Administration team supports Blue Shield of California with design, development, and management of Verint, Genesys and Avaya platforms.
Numbers & Facts
| Location | Oakland, CA |
| Industry | Insurance |
| Company Size | 2,000 to 2,499 employees |
| Website | https://www.bcbs.com/about-us/careers |
Description
Your Role
The Reporting, Analysis and Administration team supports Blue Shield of California with design, development, and management of Verint, Genesys and Avaya platforms. We provide business support expertise and manage requirements deliverables. Currently, this includes Routing, Quality, Speech, WFM, Performance Management and Desktop Analytics modules. The Business Analyst, Senior will report to the Senior Manager, Data Analysis-Health. In this role you will interface with Work Force Management, IT Telephony and our frontline contact center agents, their management, and executives to ensure operational efficiency.
Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.
Your Knowledge and Experience
Requires a bachelors degree or equivalent experience
Requires at least 5 years of prior relevant experience
Functional knowledge of contact center operations
Excellent communication skills with the ability to provide both verbal and written instruction to a wide audience
Knowledge of Verint Performance Management, Speech and DPA is highly desired
Knowledge of Avaya or Genesys call routing highly desired
Strong interpersonal skills and good judgment with the ability to collaborate effectively in a team environment required
Hybrid
This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week. Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.
Your Work
In this role, you will:
Provide complex analytical support through the analysis and interpretation of data in support of cross-functional business operations
Develop annual operating plans, capital budgets and forecasts, and build business cases for new business initiatives (cost/benefit analysis)
Develop, prepare, and analyze reports with complex analysis and data for management review, and present to various levels of management
Define business requirements and provide analysis to increase operational efficiency
Provide analytical support for multiple, complex cross-functional projects simultaneously; establish work plans and timelines
Collaborate with business users, IT teams, and vendors to understand system requirements and business processes related to Verint, Genesys and Avaya systems
Configure and validate changes to user access, routing, quality monitoring forms, speech categories and desktop triggers as needed by the business
Analyze, troubleshoot, and resolve technical issues and incidents related to our contact center platforms, ensuring minimal disruption to business operations
Participate in stakeholder meetings to discuss business pain points and offer technical solutions utilizing supported platforms
Producing technical guides, standard methodologies documents, and configuration and installation content for internal and external use
Your Work
In this role, you will:
Provide complex analytical support through the analysis and interpretation of data in support of cross-functional business operations
Develop annual operating plans, capital budgets and forecasts, and build business cases for new business initiatives (cost/benefit analysis)
Develop, prepare, and analyze reports with complex analysis and data for management review, and present to various levels of management
Define business requirements and provide analysis to increase operational efficiency
Provide analytical support for multiple, complex cross-functional projects simultaneously; establish work plans and timelines
Collaborate with business users, IT teams, and vendors to understand system requirements and business processes related to Verint, Genesys and Avaya systems
Configure and validate changes to user access, routing, quality monitoring forms, speech categories and desktop triggers as needed by the business
Analyze, troubleshoot, and resolve technical issues and incidents related to our contact center platforms, ensuring minimal disruption to business operations
Participate in stakeholder meetings to discuss business pain points and offer technical solutions utilizing supported platforms
Producing technical guides, standard methodologies documents, and configuration and installation content for internal and external use
About Company
At the Blue Cross and Blue Shield Association (BCBSA), we provide business strategy, technical support and consulting expertise to 36 Blue Cross and Blue Shield companies across the nation, employing more than 1,000 of the best strategic thinkers in the industry. We are a Brand manager that sets quality control standards for the 36 independent companies that use the Blue Cross and Blue Shield Brands, and we serve as a trade association that represents these Blue companies. It is through our involvement that the Blues companies share a united vision and strategy while also benefiting from the local strength of all member companies.