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Business Intelligence Analyst, Workforce Management

Job in Santa Monica - Los Angeles County - CA California - USA
Company: GoodRx
Full Time position
Listed on 2021-06-11
Job specializations:
  • IT/Tech
  • Business
    Business Analyst
Job Description & How to Apply Below
About the Role

GoodRx is looking for an Business Intelligence Analyst, Workforce Management to deliver high impact within one of the nation’s leading healthcare startups. In this role, you will work closely with our support operations team to build reporting infrastructure and ensure efficient processes are in place to manage our outsourced teams.

You will work closely with our support team to understand our operation and streamline the customer and support agent experience across product lines and campaigns. Additionally, you will leverage data to continuously innovate and drive operational improvement at our contact centers. We are looking for an analytically minded individual with a background in contact center operations and a passion for customer support to help us achieve operational excellence.

Responsibilities:

  • Analyze contact center performance and provide recommendations to meet service level and occupancy targets
  • Accurately predict call volume based on historical call arrival patterns and business forecasts
  • Provide staffing and queueing recommendations for future products based on site traffic, marketing and account data
  • Leverage Erlang models to determine staffing and scheduling needs
  • Deliver and automate daily, weekly, and monthly reporting; design and build visually engaging and informative dashboards
  • Define and continually improve the key metrics and dashboards to measure performance, drive business insight and identify actions to improve
  • Provide insightful reporting and analysis to our support team to inform our business strategy and operational plans
  • Analyze data and leverage insights to scope customer problems, implement recommendations and track success metrics
  • Oversee a team of data coordinators to improve support data collection processes, tooling infrastructure and cross-departmental presentation
  • Review and validate business recommendations provided from external partners
  • Partner with key stakeholders in product, user experience, operations and partners
  • Skills & Qualifications:

  • 5+ years of experience in a quantitative or analytical role
  • 3+ years of analyst experience with customer support operations
  • 3+ years of experience working for a technology, SaaS or internet-based company
  • Exceptional written and oral communication skills
  • Exceptional organizational and analytical skills
  • Experience working on a cross-functional team of customer support, analysts, and external partners
  • Strong use of analytics and business cases to drive decisions and improve operations
  • Experience working for a startup a plus
  • Experience working in the healthcare industry is a plus
  • Experience working with cloud-based tools (CRM, telephony, ticketing, and chat) is a plus
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