Business Intelligence Lead

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Lead the data and analytics initiatives that support the VA Contact Center.

• Transform CRM, telephony, quality management, workforce management, and associated operational data into actionable business intelligence.

• Oversee the tools, technologies, applications, and practices utilized for collecting, integrating, analyzing, interpreting, and presenting data.

• Collaborate with VA Contact Center leadership, Enrollment leadership, Operations, and IT to identify trends, risks, opportunities, and actions for performance improvement.

• Analyze performance drivers of the contact center, including call volume, average speed of answer, service level, abandonment rates, first contact resolution, quality, productivity, and member experience.

• Synthesize extensive and complex data sets into clear recommendations for leadership decision-making.

• Identify, assess, and promote opportunities in AI, automation, and robotic process automation.

• Support AI and automation initiatives from opportunity assessment and business case development through to implementation, adoption, and post-deployment benefit validation.

• Advise operational leadership on contact center functional strategies that align with enterprise objectives.

• Evaluate variable factors, identify root causes, forecast impacts, and recommend actionable strategies.

• Counsel leadership on workforce planning, service performance, process enhancement, technology optimization, and operational readiness.

• Lead through influence and effectively communicate findings to both technical and non-technical audiences.

• Manage systems integration projects with internal customers and subcontractors, including the documentation of technical requirements and collaboration with IT.

• Monitor end-to-end integration project progress and present outcomes.

• Act as a data steward for customer service data feeds and applications.

• Define and validate data feeds while monitoring data quality.

• Conduct ad hoc data queries to support business operations.

• Develop and maintain contact center reporting, including government-mandated reports.

⛳️ Requirements

• Bachelor’s degree with at least 8 years of technical experience in data analysis, or a Master’s degree with 4 years of experience.

• A minimum of 5 years of technical experience in data analysis.

• Advanced experience in working with large and complex data sets within sizable organizations.

• Experience in analyzing data to address a variety of business challenges and creating data visualizations that guide strategic direction.

• Proven ability to collaborate with cross-functional teams and translate requirements across business, project management, and technical projects or programs.

• Proficient in understanding healthcare-related data.

• Strong verbal and written communication skills to engage with senior and executive leadership.

• A passion for enhancing consumer experiences within an organization.

• Must be a US citizen.

• A minimum home internet speed of 25 Mbps download and 10 Mbps upload is required.

• Ability to work from a dedicated space free from interruptions to safeguard member PHI/HIPAA information.

• An advanced degree in a quantitative field such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering, or a related discipline is preferred.

• Advanced proficiency in SQL, SAS, and other data systems is preferred.

• Experience with Tableau and Qlik for creating data visualizations is preferred.

• Expertise in data mining, forecasting, simulation, and/or predictive modeling is preferred.

• Experience in developing analytics solutions for various healthcare sectors is preferred.

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Personal wellness support.

• Dedicated home workspace arrangement.

• Remote work arrangement.

• Occasional travel to Humana offices for training or meetings.