Business Systems Analyst, Senior

Blue Shield of California•Long Beach, CA

2d•$81,950 - $138,508•Hybrid

About The Position

The Reporting, Analysis and Administration team supports Blue Shield of California with design, development, and management of Verint, Genesys and Avaya platforms. We provide business support expertise and manage requirements deliverables. Currently, this includes Routing, Quality, Speech, WFM, Performance Management and Desktop Analytics modules. The Business Analyst, Senior will report to the Senior Manager, Data Analysis-Health. In this role you will interface with Work Force Management, IT Telephony and our frontline contact center agents, their management, and executives to ensure operational efficiency. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Requirements

Experience with Verint, Genesys and Avaya platforms.
Business support expertise.
Experience managing requirements deliverables.
Familiarity with Routing, Quality, Speech, WFM, Performance Management and Desktop Analytics modules.
Ability to interface with Work Force Management, IT Telephony, contact center agents, management, and executives.
Creative and critical thinking.
Ability to build and sustain high-performing teams.
Ability to achieve results the right way.
Fostering continuous learning.

Responsibilities

Design, development, and management of Verint, Genesys and Avaya platforms.
Provide business support expertise and manage requirements deliverables.
Interface with Work Force Management, IT Telephony and frontline contact center agents, their management, and executives to ensure operational efficiency.