Support Operations Analyst

SUMMARY

The Support Operation Analyst supports the Customer Success organization with gathering and reporting metrics forecasting for staffing development and monitoring of call center tools to ensure efficient operation of the department. Reports to Customer Success Operations Manager through a variety of tasks related to organization development and communication. Responsible for confidential and time sensitive material.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Coordinates department tools and operations to secure efficiency and compliance to company policies

• Works with IT Data Team Engineering and Sr Leadership on system support onboarding and tool enhancements

• Works with department data metrics forecasting workforce manager department scheduling and staffing forecasts

  • Create and present Customer Success data and metrics to CS Sr Leadership and Curative Executive Team

  • Works closely with VP Health Plan Operations on CS KPIs staffing projections SLA data call tracking configurations

  • Work with the Data Team to create tailored reports from raw data submitted to Looker

  • Troubleshooting system issues with IT and Engineering

• Create and maintain records and databases with personnel financial performance metrics and other data as needed

• Initiate and manage new hire onboarding and termination

• Submit timely reports and prepare presentations/proposals as assigned

• Assist all Curative departments utilizing phone and ticket systems with troubleshooting and resolving issues setup and training

• Work adhering to US regulatory and Quality System requirements (21 CFR 820 etc)

• This position assumes and performs other duties as assigned

QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Proven experience with data management metrics projections forecasting

• Familiarity with Work Force Manager Talkdesk HelpScout Looker HealthEdge/HRP/Guiding Care Lucid Charts or equivalent phone metrics charting ticket system and claims systems

• Outstanding communication and interpersonal abilities

• Excellent organizational skills

• Familiarity with office management procedures

• Proficiency in Google Suite and Microsoft Office with strong expertise in Google Sheets including the ability to create and work with complex formulas

• Basic knowledge and use of Python or other coding language is a plus but not required

• Minimum of AA in Business Analytics or equivalent experience

EDUCATION and/or EXPERIENCE

• Associates degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

CERTIFICATES LICENSES REGISTRATIONS

N/A

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Remote position requires on call and schedule flexibility

  • This may include evenings and weekends

• Must have a quiet place secure with no distractions to perform duties for work from home

• Must have password protected stable internet access - stipend will be provided

• Work location MUST be secure and private to maintain HIPAA compliance for work from home

• Office equipment will be supplied including: PC monitor keyboard mouse headset

• While performing the duties of this Job the employee is regularly required to sit; use hands to type talk; and hear.

• The employee is frequently required to reach with hands and arms.

• Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus.

• We also request with the exception of emergencies that you do not request any time off within the first 120 days of employment.

• For this position the percentage of expected Travel is: 0% of the time

TRAINING EXPECTATIONS

• Training will be approximately 1 month

• Attendance is mandatory for the full training program

• Training will be Monday through Friday 8:30am - 5pm PT