Senior Analyst - Contact Center Technology

Blue Cross Blue Shield of Michigan Mutual Insurance Company

Detroit, MI, US
Hybrid
Bachelor's degree in related field
4 years experience in related field
Intermediate/advanced excel skills
The role is responsible for leading the development and implementation of programs and strategies by identifying insights that enhance business decision-making capability

Job Summary

  • The role is responsible for leading the development and implementation of programs and strategies by identifying insights that enhance business decision-making capability.
  • Candidates must possess intermediate to advanced Excel skills including functional matching and pivot table analysis to support operational data insights.
  • The position requires knowledge of general call center processes, IVR, call routing, and reporting to improve customer service and decrease operational costs.

Matching Summary

The role is responsible for leading the development and implementation of programs and strategies by identifying insights that enhance business decision-making capability.

Skills & Requirements

Must-have

  • Bachelor's Degree in related field
  • 4 years experience in related field
  • Intermediate/Advanced Excel skills
  • Knowledge of call center processes
  • Strong analytical and problem-solving skills

Nice-to-have

  • Experience with Verint QM/WFM
  • Knowledge of IVR and call routing
  • Ability to lead multiple activities
  • Excellent verbal communication skills
  • Proficient in Microsoft Office Suites

Key Requirements

  • Bachelor's degree preferred
  • Four years of experience required
  • Intermediate/Advanced Excel proficiency
  • Knowledge of call center operations
  • Experience with process improvement

Work Rights

Not specified

Tailored Resume

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