Business Systems Analyst, Senior

Overview

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.

• Requires a bachelor's 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