Workforce Analyst Sr - TRICARE

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, , IL, KS, LA, MD, MI, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Conducts data analysis to improve Tri West's operations through performance metrics, process improvement, and emerging technology. Collaborates with internal partners to identify and resolve processes and operational performance issues. Collaborates with Contact Centers, Consult Tracking, and Enrollment on operational issues and needs for data analysis.

• Bachelor's degree in Business Administration or related field
• Must be a U.S. Citizen
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• 4 years of experience in data analysis, performance metrics, and data reporting, or 2 years of Tri West experience as a Workforce or Performance Reporting Analyst, Contact Center Supervisor
• 4 years of experience with scheduling software, workforce management software or equivalent, and telephony systems, or 2 years of Tri West experience as a Workforce or Performance Reporting Analyst or Contact Center Supervisor with scheduling software, workforce management software or equivalent, and telephony systems
• 4 years Contact Center experience and knowledge of call center operations
• Intermediate Excel (Vlookup, Pivot Tables, Sum and Count If, index match Formulas) and Proficient with Access, PowerPoint, Visio, and Outlook
• Knowledge of statistical analysis, quality control, and performance metrics
• Experience with data analysis software such as Excel and SQL
• Knowledge of workforce management concepts and methodology. Such as staffing calculations, including erlang and the metrics used in the calculations.

• Knowledge of process improvement methodologies

• Utilizes performance metrics to track actual performance against standards.
• Develops, communicates, and coordinates execution of data-based recommendations for operational improvement.
• Compiles data, organizes into meaningful format, and analyzes performance levels, cost data, budget outcomes, and other specialized data to improve operational understanding.
• Identifies operational issues and trends, performs data reconciliation, and performs variance analysis, and develops data reports.
• Develops new ways to measure outcomes, performs data compilation and analysis to document business process outcomes.
• Uses on-going data collection and analysis to ensure attainable and reasonable standards are managed successfully.
• Compiles, analyzes, and communicates departmental, unit, and individual performance measurements.
• Develops monthly audit reports to track changes.
• Makes formal recommendations for changes in policies, procedures, systems, and other factors to maximize resources and increase efficiency. Makes recommendations for operational changes when performance levels fall below contract requirements.
• Assesses quality and system standards to ensure compliance with Tri West standards and government requirements. Conducts monthly audits of selected reports to track changes.
• Participates in the assessment of new technology to enhance operational outcomes.
• Develops or assists with the development and maintenance of new databases to track performance measures, costs, and operational data.
• Takes active steps to ensure data integrity.
• Reviews operational trending, data analysis, and reporting functions.
• Regular and reliable attendance is required.