Enterprise Contact Center Team Lead - Data Analytics (1 Yr Fixed Term w/ Benefit Eligible)

Stanford Health Care-posted 11 days ago
$63 - $83/Yr
Full-time • Mid Level
Newark, NE
5,001-10,000 employees
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The Team Lead-Data and Analytics is responsible for overseeing assigned Technical systems and functions supporting the Enterprise Contact Center and its managed Clinics. This role will also work closely with the Manager to participate in the evaluation and development of the staff and provide guidance. The Team Lead-Data and Analytics will also analyze actual and projected organizational performance of existing/new programs and their associated impact across the organization. Implements and supports the business strategy, and implement delegated projects and tasks related to applications, projects and reporting. Supports an overarching goal of unifying data from disparate systems while ensuring data integrity within a complex IT network, applications and interface infrastructure composed of disparate systems.

  • Performs analysis, development, and testing of reporting solutions.
  • Understands report requirements and builds reports that function as desired.
  • Manages multiple independent complex activities.
  • Manages tasks, dependencies, and user/team expectations regarding scope and timeline of solution delivery.
  • Builds and maintains SQL databases and generates complex queries and reports based on standard operating processes.
  • Maintains the quality and integrity of data stored in databases and stored Procedures and Reports using SQL Server and SQL Server Integration Services (SSIS).
  • Creates operational dashboards and reports from various data sources, such as Verint, Epic, Avaya CMS and Foresee, using software applications Tableau and Qlikview.
  • Plans, coordinates, directs and manages the development and implementation of reporting and analytic projects, including preparing schedules, resources, process flow diagrams, use cases and timelines through all phases of the projects.
  • Provides operational data and ad-hoc analysis for Clinical Business Reviews and Process Improvement Projects.
  • Participates in operational improvement projects, infrastructure and vendor product deployment projects, and development of IT solutions, which requires a comprehensive understanding of the system architecture of the concerned products/applications.
  • Coordinates with the Clinical Business Analyst team and Infrastructure team on maintenance of hardware, upgrades, database administration/tuning, in both production and non-production environments.
  • Provides first tier support for end user requests for department IT applications, enhancements of modifications, considering SHC’s policy and standard procedures, as well as IT protocols and practices.
  • Provides expert advice to various business units for data consultation, gathering and analysis.
  • Conducts User Acceptance Test for ECC Database and ECC-SHC-Analytics Site, such as Tableau Online Drives new data requirements, usage, and test strategy.
  • Researches issues and use independent analysis and judgment to produce solution options (including alternative solutions when necessary to address system limitations) to complex and/or controversial matters.
  • Manages a team of Business Reporting Analysts who perform analysis of complex data structures to generate business insights and to track and improve operating efficiency, costs and service goals.
  • Assists the Manager with setting performance objectives and providing regular feedback to team members and manager.
  • Identifies trends and detects/anticipates problems and act as the highest level of support while mentoring and training junior staff members.
  • Accountable for work of direct reports.
  • Start and/or complete the hiring process, interview applicants, and make recommendations to the Manager regarding employees’ performance, hire, promotion or transfer decisions Manager will then make final decision.
  • Manages team members' adherence to standard processes, maintenance of quality, and performance to service levels and schedule.
  • Develops department operational plans and goals to support business and organization wide Analytics initiatives.
  • Facilitates discussions on nomenclature inconsistencies and drives consensus to support the Data Governance activities.
  • Manages, participates and coordinates the development and implementation of new/revised processes and procedures, such as developing new programming standards or guidelines.
  • Meets with business units to discuss issues, concerns, areas for improvements, and shares information and best practices.
  • Works with vendors to improve products/tools based on user requirements and determines tools upgrade schedule.
  • Applies Lean concepts including visibility walls, problem solving A3s, and Gemba rounding principles.
  • Bachelor's Degree Computer and Information Science Computer Science Required
  • Bachelor's Degree Engineering Engineering Required
  • Bachelor's Degree Health Administration Healthcare Administration Required
  • Bachelor's Degree quantitative discipline Required
  • 5+ years to 7 years progressively responsible and related experience in data analysis, data architecture and report writing Required
  • Excellent verbal, written and listening communication skills.
  • Ability to communicate concepts in elegant, concise, eloquent form to management and to cross-functional departments or teams verbally, in writing, and through pictures or diagrams when appropriate
  • Strong organizational skills.
  • Proven analytic skills.
  • Knowledge of Tableau, SQL, MS Power BI
  • Must be self-motivated and team oriented.
  • Knowledge of relational databases.
  • Knowledge of current issues and data analytics trends in a health care system
  • Knowledge of new data analytics technologies and maintain and stay abreast of updates and changes
  • Strong attention to detail.
  • Ability to work quickly and accurately under pressure within an environment where priorities often shift.
  • Excellent presentation skills.
  • Report authoring expertise.
  • Knowledge of quantitative analysis
  • Ability to collaborate effectively with a multidisciplinary team
  • Ability to collect and record data, evaluate data and statistics, and maintain effective reporting systems
  • Ability to manage, coach, mentor, train, and evaluate work results
  • Ability to plan, prioritize and meet deadlines
  • Ability to provide leadership and influence others.
  • Ability to work effectively both as a team player and leader.
  • Ability to work effectively with individuals at all levels of the organization
  • Ability to use appropriate interpersonal skills to give information to and receive information from coworkers and clients in a tactfully and professional manner
  • Ability to analyze highly complex database systems and workflows
  • Ability to engage actively in complex discussions, often on challenging and/or controversial subjects
  • Ability to influence and negotiate on behalf of others to achieve best outcomes for the department and the organization as a whole
  • Ability to handle confrontation with appropriate grace, professionalism, cordiality, and firmness, and manage/resolve disputes appropriately
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