Business Reporting Analyst - Contact Center

Hybrid work schedule, must be w/in commuting distance to the hospital

As Mount Sinai grows, so does our legacy in high-quality health care.

Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers.

 Culture of Caring: The Sinai Way

Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Job Summary:

The Business Analyst position will be responsible for focus areas within Information Technology and the Contact Center.   Primary responsibilities will include ongoing analysis to identify areas of concern or opportunities to improve processes and workflows, workforce management, reporting, as well as meeting with key leaders within the organization.  This critical role supports Contact Center operations with an emphasis on business metrics, performance improvement and workforce management forecasting to optimize service levels.   The ideal individual must demonstrate strong analytical skills, critical thinking skills, as well as interpersonal skills.

Key Responsibilities:

Develops, reports, and analyzes contact center and business metrics specific to monitor progress against targets and goals Provides CCaaS system implementation and support.   Performs analysis to provide performance trending/opportunities of overall contact center results on a daily, weekly, monthly, quarterly, year over year and ad hoc basis. Prepares reports of findings for management to facilitate decision-making. Recommends, develops and implements appropriate strategies, plans, tools and approaches to drive successful performance. Partners with management to develop and operationalize staff forecasting and staffing strategies. Focuses on planning and optimizing the performance of contact center representatives by analyzing data, performance, and trends in order to manage service levels and adherence to schedule. Balances operational efficiency and customer satisfaction to effectively staff environments that handle voice, email, chat, SMS, and other integrations or channels. Ensures system changes and requests are prioritized and addressed directly, or with vendor technical support. Attends various training sessions to stay current on trends, system capabilities, and releases. Performs other duties as assigned/required.

Minimum Requirements:

Bachelors Degree preferred Excellent verbal and written skills Ability to manage multiple projects simultaneously and communicate timelines effectively Design user friendly dashboards, scorecards, excel graphs, etc Excellent problem-solving skills and ability to effectively communicate solutions Desire and ability to learn and work with Contact Center leaders to resolve issues

Benefits

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes:

·       Health benefits

·       Life insurance

·       Long-term disability coverage

·       Healthcare spending accounts

·       Retirement plan

·       Paid time off

·       Pet Insurance

·       Tuition reimbursement

·       Employee assistance program

·       Wellness program

·       On-site housing for select positions and more!

 

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