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Customer Relations Business Analyst I
HMSA
- Honolulu, Hawaii, United States
- Honolulu, Hawaii, United States
Über
Design analysis and develop programs to gather data to be reported
Analyze trending information to identify root causes and develop recommendations for resolution, prevention procedures, design member experience servicing pilot and processes improvement
Constructing documentation analysis and execute solutions as directed by management.
Analyze trends and make recommendations in relation to call/interaction volume, shrinkage to determine representative staffing level and representative performance measures.
Responsible for the development of short and long-term forecasting to estimate performance needed to meet each stakeholder service level expectations.
Serve as Customer Relations subject matter expert on major department and corporate initiatives, projects, process improvement or any other major activity as assigned by management independently.
Independently ensure Customer Relations' needs are addressed; must be able to clearly articulate business needs so that the department is not negatively affected and elevate concerns and issues to management when applicable. Pursue issues until a satisfactory resolution is reached.
Support Call Center Operations
Document business requirements to implement and test changes to Customer Relations call tree options and other communication channels that reach Customer Relations.
Ad hoc analysis and reporting
Assist staff with using telephone and CRM software
Gather member or provider interaction documentation such as call recordings and call documentation as requested
Performs all other miscellaneous responsibilities and duties as assigned or directed.
Sprachkenntnisse
- English
Hinweis für Nutzer
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