Classification: Contract
Contract Length: 6-12+ months
Location: 100% Remote
CereCore is seeking a Data Analyst/Mid-Level to join our team Remotely. The Data Analyst of Patient Contact Operations role is a key member of the Contact Center Operations Support team with the responsibility of handling data requests that this team receives. Familiarity contact center environments and contact center data is required. Experience with Genesys or as a Genesys Analyst is desirable. The data requests will be things like, "How many calls did this practice received in this month", or "for these three COID's, what was their call volume?" In this role you will mostly be using Excel and PowerBI to extract data from Genesys and transformation in Excel. Our organization is mid-way through a multi-year Genesys Cloud CX implementation. This team specifically is responsible for patient contact center which does scheduling for physicians' offices and has about 5,000 agents to migrate.
Responsibilities
- Work closely with stakeholders to resolve configuration-related issues and discrepancies.
- Stay current with industry trends and best practices in configuration management.
- Applies technical knowledge and understanding of business processes to recommend opportunities for optimizing business process through utilization of technology.
- Translates and documents requirements into detailed program designs to present to leadership
- Manages small projects, tracks project progress, identifies risks, communicates risks, status, and assesses potential impacts to the business.
- Sphere of influence – Mid to upper management
- Skilled at performing database queries of the application database to provide data
- Committed to and supportive of all policies and procedures and the monitoring and enforcement of them
- Completes work independently with limited supervision.
- Provide guidance to all levels of Management and other applicable leadership to resolve internal and external needs or issues.
- Adheres to Code of Conduct.
- Performs other duties as assigned.
Requirements
- 5-7+ years of professional experience with data analysis and Contact Center operations and technology.
- Genesys Cloud CX or similar Contact Center technology experience
- Excel and PowerBI skills or similar tools