Summary:

The Data Analytics Manager provides support in making strategic data-related decisions by analyzing, manipulating, tracking, internally managing, and reporting data. These positions function both as a consultant and as a high-level data analyst. The position works with clients to develop the right set of questions/hypotheses, using the appropriate tools/skills to derive the best information to address customer needs.

The ideal candidate will have experience running outbound call and text campaigns and pilot new technologies in our innovation center.

Administers outbound campaign phone calls and texts. Tests new call center technology components and leads pilot testing of such technology.

Responsibilities:

Responsible for creating building and putting out telephony campaigns, leveraging Alteryx, and Genesys.

• Provides consultation to clients, including organizational leadership, and guides work towards actionable outcomes.

• Regularly measures the impact of business decisions on clients and customers.

• Evaluates the effectiveness of actions/programs implemented makes recommendations.
  

• Works with clients and staff to identify opportunities and methods to improve efficiencies with analysis.

• Provides support to peers and mentoring to junior staff including: technical programming assistance, project management and scoping, documentation review and support.

• Directs and executes creative analytic approaches that lead to actionable outcomes which further promote organizational goals.

• Proactively recognizes potential issues, develops plans to address and understands how to communicate these steps to department leadership and clients.

• Analyzes and develops complex logical db designs, data models, and relational data def in support of corporate and client area info systems requirements.

• Participates in the development of outcomes and process measures, including technical specifications, to enable measurement and evaluation.

• Builds sophisticated statistical models and forecasting tools using databases.

• Defines and frames complex multi-dimensional healthcare issues and develops time tables/processes for decision making.

Required Qualifications:

• 5+ years Data Analytics experience in a Call Center environment.

• Knowledge of Alteryx, SQL, Genesys.

• Strong outbound telephony (call and texting) campaign experience.

• Interactive/Intelligent Voice Response (IVR) experience.

• Experience in a technology lab and/or innovation center hub.

• Experience piloting new telephony technologies.

• Coordinate proof of concepts with Contact Center technology.

• Project coordination skills.

• Effectively work cross-functionally across the organization to shape solutions to meet client needs.

• Knowledge of healthcare industry is preferred.