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Humana Contact Center Analyst (home office / remote / work from home eligible) in Davenport, Iowa

Description

The Contact Center Analyst will support the operation of the Contact center by understanding and documenting business needs for the routing and management of member and provider calls to the company. This person will support routing design, testing, analysis of new and existing capabilities, integration of third party applications to the contact center, and generally ensure the effective and highly reliable performance of the contact center infrastructure in meeting the business’ goals and objectives.

Responsibilities

Responsibilities include, but are not limited to:

· Conduct business process analysis and requirements gathering sessions

· Develop user stories and functional requirement specifications for consolidated Contact Center web applications

· Assist in method definition for API integration to third party applications

· Clearly communicate with clients and project teams via email and conference calls

· Coordinate product deployments and write release communications

· Ensure collaborative outcomes by establishing and promoting strong client partnerships

· Work collaboratively with PMO, Design, IT, Development, QA, and Business Analysis teams

· Develop and drive QA/UAT testing

· Responsible for the successful definition, testing, management, and launch of Contact Center infrastructure upgrades, changes, and new features

Minimum Qualifications/Requirements:

Bachelor’s degree in Computer Science, Business, or Marketing. Other disciplines or experience substitutions maybe considered.

3-4 years of experience in a BA role with increasing responsibility

Has written user stories

Experience with Call Center or Contact Center Software, including Avaya products, IVRs, sentiment analysis systems, etc.

Integration experience with third party applications

Requirements gathering, data modeling, API integration, and specifications for new web applications

Relational databases and SQL query tools. Specific experience with Contact Center specific data tools like Oracle EOM.

QA use cases, QA testing, and Bug Tracking tools

Software Project Management

Excellent written and interpersonal communication skills

Proficiency in Microsoft Outlook, Excel, and Word is a must

Scheduled Weekly Hours

40

About Us

Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.

Equal Opportunity Employer

It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact mailboxtasrecruit@humana.com for assistance.

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