Job Description Position is eligible to be fully remote Eligible to Apply Anywhere in the US HealthSpire is a e-broker agency, directly responsible for utilizing multiple tactics and channels to generate Individual Medicare business (e.g., MAPD, PDP, Med Supp., and Ancillary products) and provide client support through web-tele-advisors empowered with the latest call center technologies and robust data analytics. The call center business operations analyst will support HealthSpire sales operations in optimizing business performance through quantitative analysis (with experience in SQL and other scripting languages) and qualitative inputs with a strong understanding of call center operations and data. The role will require strong understanding of the call center operations with a strong focus on optimizing sales performance and workforce management in a Medicare telesales call center. Job Responsibilities:Performing quantitative analysis on daily/weekly/monthly basis to assess effectiveness of sales funnel, call center activities, and other supporting business functions.Develops call center reporting packages with the sole purpose to operationalize and optimize in respect to multiple components including performance-based skilling, campaign performance, capacity planning, geo-targeting, and agent performance. Development and auditing of input/output files, endpoints, data warehouses for any of HealthSpire’s technology suite (CRM and Telephony platforms) or any future integrations. Development of membership reporting packages to include analysis while working across functions to ensure enablement of proactive and reactive retention/cross-sell/up-sell/referral activities. Analyzes industry trends and recommends optimal ways to optimize member acquisition.Key contributor to workforce management reporting and analysis.Other duties as assignedAccountabilities:Deploying reporting suite of performance KPIs to optimize call center sales with strong understanding of the business operations.Developing business requirements and creation of reporting packages in support of business operations.Ensuring access to transparent and actionable reporting packages to be utilized across functions. Developing and becoming a subject matter expert with regards to data flow and capture from integrated endpoints, agent interfaces, and the call center technology suite.Work across functions to optimize HealthSpire’s performance.Required Qualifications- 3-5 Years call center experience as business analyst or in operations roles- 3-5 Years demonstrated proficiencies in SQL and Excel – Demonstrated experience in applying quantitative analysis to assess performance and effectiveness of sales/other optimization activities.- Excellent communication, interpersonal and presentation skills.- Proficiency with standard corporate software applications, including MS Word, Excel, Outlook and PowerPoint, as well as some special proprietary applications.COVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications- 3-5 Years Medicare program experience in sales call center preferred. – 3-5 Years other scripting languages (ex. Python, C++) preferredEducation- 4-year college degreeBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand – with heart at its center – our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
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