Contact Center Operations Business Analyst

Job Description

The Contact Center Operations Business Analyst, under the direction of the Manager of Contact Center Operations, provides day-to-day monitoring of key contact center performance metrics and processes. The Contact Center consists of the call center, back office, and the technologies used to operationalize performance. This role closely works with analyzing the member journey and uses contact center systems to report trends and identify enhancements. This will inform training needs and operational changes ensuring members are receiving the best possible service. The Contact Center Operations Business Analyst will serve as a key subject matter expert with knowledge of contact center operations and technology, eligibility, enrollment, and will work closely and collaboratively with the vendors responsible for contact center delivery and technology, as well as with internal stakeholders in pursuit of delivering exceptional service to Health Connector members.

Key Responsibilities Include :

• Monitor all contact center performance metrics, both quantitative and qualitative, to assess performance issues and trends that require immediate attention from the Health Connector, operational changes, and / or training improvements to enhance the member experience and support the needs of the Health Connector
• Lead, support, and coordinate on various projects and activities related to contact center performance and member experience, including Open Enrollment ramp-up, member resolution projects, and performance improvement efforts
• Monitor, review, and edit contact center Standard Operating Procedures (SOPs) to ensure that documentation is updated as processes are changed and improved
• Review all contact center training and member communication materials and provide feedback and suggest improvements
• Identify, research, report, and respond to unique and urgent member issues, via established escalations paths, in a timely and professional manner to vendors, including providing guidance on actions needed for resolution and remediation
• Coordinate and support efforts to be responsive to required audits and operational reviews
• Prepare reports for the execution of contact center communication campaigns, and analyze and present data on deployed campaigns
• Lead business validation testing of new contact center technology releases and / or system enhancements
• Participate in Quality Assurance Activities such as call monitoring, case reviews, and calibration sessions
• In concert with the contact center team, monitor Customer Satisfaction results, collaborate with vendors on action plans to address negative responses and identify alternative methods to collect and respond to member feedback
• Assist with other contact center and member service recovery activities as needed and assigned
• Lead and participate on key initiatives that involve the voice of the member representing contact center

Experience & Qualifications :

If interested : Send a cover letter and résumé to Connector.Jobs@mass.gov.

Salary : $90,000 - $95,000 / year

Please note :

About the Health Connector :

The Commonwealth Health Insurance Connector Authority (Massachusetts Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth. The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers. The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal-opportunity employer that values diversity as a vital characteristic of its workforce. We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin, or disability.