Contact Center Analyst

Description

DEPARTMENT: Member Services 

POSITION TYPE: Hourly, Non-Exempt

BARGAINING UNIT: OPEIU, Local 9 Bargaining Unit 

SEIU Healthcare IL Benefit Funds is a dynamic benefits administration organization committed to providing the highest quality health and retirement benefits in the most financially responsible manner, while always acting in the best interest of the union members. The Fund serves over 20,000 union workers in the Nursing Home, Home Care, Childcare and Personal Assistant industries with the delivery of health and pension benefits. Our 50+ employees epitomize the Fund’s core values of quality service, interdependence, effectiveness, and accountability, and forge an alliance with one another to carry out our shared mission and common agreements for those we serve. 

Position Summary:

The Contact Center Analyst is responsible for analyzing contact center performance, identifying trends, monitoring key performance indicators (KPIs), and providing actionable recommendations to improve efficiency, service quality, and member satisfaction. This role serves as a liaison between operations, leadership, training, workforce management, and technology team to support continuous improvement initiatives. 

The Contact Center Analyst partners closely with call center, online portal, web, and messaging service vendors under the direction of the Member Service Department leadership, and with department leadership to support reporting and analysis, responsivity to members, providers, and internal stakeholders, and continuous process improvements.  

The Contact Center Analyst will be responsible for the following:

Requirements

Key Duties and Responsibilities

Reporting, Monitoring, & Analytics

• Develop and maintain contact center reports, dashboards, and scorecards.
• Analyze call volume, abandonment rates, service levels, average handle times (AHT), after-call work (ACW), and other metrics.
• Monitor member satisfaction and quality assurance trends.
• Prepare daily, weekly, monthly, quarterly, and ad hoc reports for leadership.
• Identify trends, root causes, and opportunities for contact center improvement.
• As a subject matter expert and point of contact, provide analytical support and serve as a data and technical resource for the Member Service Department.
• Assist in preparing information reporting for quarterly Board of Trustee meetings.
• Track departmental KPIs and performance goals.
• Monitor and report on member service representative productivity and metrics adherence.
• Coordinate with internal and external stakeholders in the planning and analysis of efforts for new system implementations, system upgrades, enhancements, and maintenance.
• Create and execute test plans for new system implementations, system changes, and user acceptance testing.
• Effectively communicate with internal departments, such as Contributions and Eligibility, Pension, and Claims, to understand and document departmental and interdepartmental policies, procedures, and workflows, and externally with employers, the union, plan participants and vendors.
• Demonstrate a high degree of accountability and delivery of recommendations in relation to data maintenance and reporting.
• Analyze call patterns and forecast future workload demands.
• Identify operational inefficiencies and recommend solutions.
• Partner with leadership to implement process improvements.
• Support workflow redesign and automation initiatives.
• Conduct root cause analysis for recurring member concerns or service issues.
• Monitor quality assurance results and identify coaching opportunities to present to department leadership.
• Ensure compliance with HIPAA, company policies, and regulatory requirements.
• Serve as a subject matter expert for various contact center systems.
• Attend and participate in organizational meetings, including All Staff meetings, department meetings, benefit improvement process meetings, training sessions, task force or committee meetings, and other meetings as deemed appropriate to share, discuss, and solution for question or error trends, as well as identify potential process improvements.
• Create agendas using the Purpose, Outcome and Process (POP) Model and keep thorough notes for all meetings.  

Desired Qualifications, Experience, and Characteristics

• Professional Qualifications & Experience 
• A minimum of 3 years of contact center, call center, healthcare customer service, or business analytics experience
• Bachelor's degree in business, Analytics, Healthcare Administration, Information Systems, or related field preferred
• Experience creating and analyzing reports and performance metrics
• Experience working with contact center technologies preferred
• Ability to accurately translate technical tasks and requirements to be easily digestible for system end users. 
• Excellent written, verbal, and non-verbal communication skills, with the ability to collaborate effectively with peers, team leads, leadership, as well as internal and external stakeholders.
• Must have strong organizational and time-management skills with the ability to manage competing priorities with attention to detail, productivity, and quality.

Personal Characteristics

• A passionate commitment to the Mission, Vision, and Core Values of the SEIU Healthcare IL Benefit Funds.
• Sense of grace and humor in the face of challenges.
• Awareness of social movements, labor movements, and political issues that impact the organization and the work that we do.
• Demonstrated sense of accountability with the ability to work independently, manage up, laterally, and work collaboratively with all levels and across the organization.
• A high level of self-awareness and self-mastery when interacting with others. 
• An exceptional team spirit and positive attitude, along with a high degree of integrity and judgment to earn and keep team confidence and morale.

Technical Experience

• Intermediate to advanced call center systems, five9 preferred.
• Intermediate to advanced text message marketing platforms.
• Intermediate to advanced user of benefits administration software, Basys/Bridgeway preferred. 
• Intermediate to advanced skill level using Microsoft Office Suite (Word, Excel, Outlook, Access and Power Point) including the use of Excel pivot tables and formulas.
• Experience with reporting and dashboard tools (Smartsheet or other project management tools).
• Experience working in a hybrid work environment, using a variety of virtual conference platforms to support and demonstrate collaboration and high productivity levels.
• Written and verbal fluency in Spanish and/or Polish is a plus.

Privacy and Security Responsibilities

This position requires employees to manage and maintain Personal Identifiable Information (PII) and potentially Protected Health Information (PHI) for our members. You will be responsible and accountable for maintaining the confidentiality, integrity, and availability of all PII and PHI. Report any suspected identity or HIPAA violation or breach to our HIPAA Privacy and Security Officer.

Career Development & Continuing Education: Yes

Benefits

SEIU Healthcare IL Benefit Funds offers comprehensive health benefits (medical, dental, and vision coverage) for employees and eligible dependents, including no employee premium option for employees only; competitive compensation; generous holidays and PTO policies; and a defined benefit pension plan.

The SEIU Healthcare IL Benefit Funds vision is to create a more just and equitable society that fosters a lifetime of quality healthcare and financial security for all. We hope that our social justice values and the responsibility we take to operate a socially conscious organization align with your professional desire to contribute and serve with purpose. 

Diversity, Equity & Inclusion creates a healthier atmosphere: SEIU Healthcare IL Benefit Funds is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.