Job Description

Description :

As a Business Analyst within the Data Analytics Team, you will be instrumental in maintaining the high standard of service provided to Liveops clients and Independent Agents. Your primary role will involve the analysis of key metrics that gauge agent performance and overall call center operations. This position requires a proactive individual who thrives on delving into data to extract meaningful insights and who has a strong foundation in analytical and problem-solving skills.

The Purpose of Your Role

In this multifaceted role, you will be responsible for generating and conducting in-depth analysis of reports that track essential call center metrics, delivering critical insights to both internal teams and external clients. Your responsibilities will extend to examining call center trends to identify opportunities for improvement, managing system access through the processing of credential requests, and ensuring the integrity and currency of databases containing agent information. You will also be responsible for assigning users to correct agent groups, performing basic reporting for billing purposes, and overseeing the allocation of time for various agent-related tasks.

In addition to these duties, you will provide support to the Director of Data and Analysis by contributing to a range of projects and fulfilling diverse reporting needs. Your role is pivotal in ensuring that data-driven decisions are made to enhance the efficiency and effectiveness of call center operations.

The Qualifications We\xe2\x80\x99re Looking For

• Bachelor\'s degree in data analytics, statistics, computer science, or a related field
• 3+ years of experience in handling and analyzing large datasets.
• Excellent communication skills, both written and verbal.
• Prior experience in a customer service role.
• Familiarity with the Medicaid Drug Rebate Program, HRSA 340B program, and Commercial Pharmaceutical data is helpful.
• Proficiency in Microsoft Office suite.
• Proficiency with business intelligence tools such as Power BI, Tableau, or similar platforms.
• Competency in programming languages such as Python, VBA, or R for data analysis.
• Intermediate skills in SQL for data querying.
• Ability to work collaboratively with both internal and external team members.
• Detail-oriented with excellent project management, organizational, and time management skills.
• Adaptability and the ability to thrive in a dynamic, fast-paced environment, meeting tight deadlines with minimal supervision.
• Experience in analyzing call center data is preferred.

The Competencies You Bring

Attention to Detail * Data Gathering & Analysis * Problem Solving & Usage of Functional/Technical Expertise * Planning & Organizing

The Value You Deliver

• Generate and deliver comprehensive reports and analyses on key call center metrics, providing actionable insights to internal stakeholders and external clients.
• Conduct in-depth analysis of call center trends, utilizing data to formulate and suggest strategies for performance enhancement and operational efficiency.
• Manage and process system access requests, ensuring proper authentication and authorization for system users.
• Maintain accurate and up-to-date records of current and past agents, including their user details, to support data integrity and accessibility.
• Assign system users to appropriate agent groups based on predefined criteria to facilitate organized and efficient operations.
• Perform essential reporting tasks related to billing and invoicing, ensuring accuracy and timely delivery of financial data.
• Monitor and track time allocation for agent tasks, providing insights into productivity and aiding in resource optimization.
• Collaborate with the Director of Data and Analysis on a variety of special projects and reports, offering analytical support and expertise as required.

Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.

• Ability to sit or stand at a desk for extended periods of time while working on a computer.
• Available for virtual meetings in a non-distracted environment.
• Ability to work independently and meet deadlines.
• Analyzing call center metrics and generating insightful reports for decision-making.
• Overseeing access to systems, maintaining databases, and managing user groups.
• Assisting with projects and supporting data-driven strategies to improve operations.
• Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays.
• Up to 10% travel required per year.

About Liveops:

Liveops, a virtual contact center, offers scalable, on-demand experiences through the VirtualFlex platform for both planned and unplanned CX needs. This tech-enabled, data-powered platform inspires and motivates brand-certified agents to deliver better experiences and attracts entrepreneurial US-based professionals with life experience that helps them connect with customers. We\'re a people-powered business, working tirelessly on behalf of agents, clients, and employees to make life better.

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you\xe2\x80\x99re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.

Equal Opportunity Employer

Liveops