Job Description

Telephony Bus. Analyst/Administrator-Contact Center Telephony Systems

Submit Interest Add to Favorites Remove from Favorites Location: Corona, CA Additional Locations:
Lowry Administration 7901 E. Lowry Blvd. Ste 150, 7901 E. Lowry Blvd. Ste 150 & 400, Denver,Colorado, 80230
Maple Lawn Call Center 11860 W. Market Pl., 11860 W. Market Pl., Fulton,Maryland, 20759
Georgia MSCC, 3200 Breckenridge Blvd., Duluth,Georgia, 30096 Job Number: 777960 Date posted: 03/20/2019 Description: Business Consulting: Includes analysis/evaluation of business and/or system process and functional requirements, development of business cases, client support during system development and implementation, development and maintenance of service level agreements. Develops relationships with upstream and downstream business partners. Develops/maintains and changes business processes, and understands the business processes of assigned partners and how they relate to our functional areas. Develops and recommends changes to business processes.
Essential Functions:
- Broad application of principles, theories, and concepts in applicable discipline, plus working knowledge of other related fields.
- Uses professional concepts in accordance with company objectives to solve complex problems in creative and effective ways.
- This job is the fully-qualified, career-oriented, journey-level position.
- Demonstrates expertise in functional area business processes and understands assigned and cross functional areas.
- Independently initiates, identifies and coordinates the analysis of complex client needs in project areas such as: new/existing business operating models, innovative approaches to solutions support, market research of emerging or available product functionality and operational readiness assessment.
- Identifies opportunities for increasing business efficiency through improved manual and automated process systems.
- Coordinates the development of comprehensive business cases with cost, service, and benefit dimensions of proposed projects that are used at management and executive levels for funding and scope decisions.
- Accountable for tracking and/or monitor and report for senior mgmt the results of actualization of benefits.
- Plans, coordinates and conducts the analysis of client business processes and functional requirements and the preparation of appropriate documentation to communicate and validate the information.
- Develops cross-initiative integration plans.
- Identifies other initiatives that exist and ensures that efforts are not duplicated.
- Supports a variety of applications.
- Consults on the integration of application systems into the work environment, regarding their operational and training implications.
- Acts as project lead in the coordination of solution development and the implementation of the final product/service.
- Acts as a liaison between business clients and technical staff and/or with development staff throughout the development life cycle.
- May develop project plans.
- Identifies and coordinates within other project managers and implements schedule deadlines as appropriate.
- Manages common resource demands.
- Provides on-going project management and status reporting at all levels.

Basic Qualifications:
Experience
- Minimum five (5) years of experience, to include a minimum two (2) years in a consulting role.
- Minimum five (5) years of experience in a healthcare environment or other relevant environment.
Education
- Bachelor's degree in business/health care administration or related discipline OR four (4) years of experience in a directly related field.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A.
Additional Requirements:
- May establish cross-functional task forces.
- Thorough knowledge of platforms of the assigned functional area and multi-area functionality based on assignment.
- Must be able to work in a Labor/Management Partnership environment.

Preferred Qualifications:

Bilingual Spanish highly desired.
Managing daily operations of the shared complex telephony systems (e.g.,
Genesys IVR, IR and CTI).
Participation in telephony systems/platform enhancements, projects and
activities.
Drive IVR self-service utilization improvements through studies of caller
behavior, report data and caller complaints.
Participate in Business Case development.
Compilation and submission of Change Requests.
Maintenance and auditing of Business documentation.
Administration of queue treatment change requests and day to day Business Hours
and Holiday changes.
Strong customer service skills.
Understanding of SDLC, Agile, change management, application development,
infrastructure and industry best practices.
Ability to analyze, document, and present to senior IT and business leaders.
Critical, strategic thinking, meeting facilitation, outstanding verbal and
written communications, and interpersonal interaction skills are required.
Healthcare business acumen.
Self-starter requiring minimal supervision .
Genesys CME.
Interactive Insights.
A minimum of 3 years of experience in contact center telephony technology
domain (e.g., ACD, Skills Based Routing, IVR, QA, reporting and analytics,
etc.), operations experience.

Primary Location: California,Corona,Corona Member Service Call Center 1840 California Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Individual Contributor Job Category: Consulting Services / Project/Program Management (Non IT) Department: MSCC National Team Travel: Yes, 10 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

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