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Senior Business Analyst - Customer Care
Posted 1 day agoViewed
💎 Seniority level: Senior, 6 – 10 years
💸 Salary: 132700.0 - 193100.0 USD per year
🔍 Industry: Customer Care
🏢 Company: iRhythm Technologies👥 101-250💰 $643,600,000 Post-IPO Debt about 1 year agomHealthWearablesMedical DeviceHealth CareHealth Diagnostics
⏳ Experience: 6 – 10 years
Requirements:
- Bachelor’s or Master’s degree in business analytics, statistics, operations research, computer science, IT or any other relevant discipline.
- Minimum 6 – 10 years’ experience in process optimization, BI tools and other data-analytics roles.
- Experience with PMP, CRM, IVR, and call center telephony reporting and tools
- Strong understanding of data modeling and data visualization concepts.
- Familiarity with data warehouse concepts.
- Excellent attention to detail and problem-solving skills.
- Excellent communication and collaboration skills.
- Ability to work independently and as a part of a team.
- Adaptability to changing business requirements.
- Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, Salesforce, Tableau etc.)
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- Adept at queries, report writing, and presenting findings.
Responsibilities:
- Ownership of key KPIs, and metrics for the global Customer Care team.
- Proactive monitoring of the global Customer Care work areas to ensure timeliness, adherence to process and identify improvements and remediations when necessary.
- Drive the build out, design and development of reporting framework and dashboards to meet the business stakeholders’ needs.
- Organize and evaluate key performance metrics to understand current effectiveness.
- Based on analytics and trends, influence cross-organizational behaviors that drive improvements in service adoption and gross margin.
- Collaborate with data engineers and analysts to acquire, clean, and transform data for reporting purposes.
- Fulfill requests from other department leaders for global Customer Care data trends when needed
- Ensure data security and compliance with best practices.
- Perform Ad-hoc requests to understand changes in patient and customer behavior based on data results.
- Participate in the design or redesign of customer care business processes and workflows.
- Work with management to prioritize business and information needs.
- Digests and analyzes global PHI data from all areas of iRhythm Customer Care
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