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Business Analyst

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Mount Sinai Medical Center of Florida

2mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Healthcare
    Business, Operations & Strategy
  • Miami Beach

AI generated summary

  • You should have a Bachelor's degree, strong communication skills, project management abilities, experience designing dashboards, problem-solving skills, and a eagerness to collaborate with leaders.
  • You will analyze contact center metrics, implement CCaaS systems, prepare reports for management, optimize staffing, ensure operational efficiency, and address system changes with vendors.

Requirements

  • Bachelors Degree preferred
  • Excellent verbal and written skills
  • Ability to manage multiple projects simultaneously and communicate timelines effectively
  • Design user friendly dashboards, scorecards, excel graphs, etc
  • Excellent problem-solving skills and ability to effectively communicate solutions
  • Desire and ability to learn and work with Contact Center leaders to resolve issues

Responsibilities

  • Develops, reports, and analyzes contact center and business metrics specific to monitor progress against targets and goals
  • Provides CCaaS system implementation and support
  • Performs analysis to provide performance trending/opportunities of overall contact center results on a daily, weekly, monthly, quarterly, year over year and ad hoc basis
  • Prepares reports of findings for management to facilitate decision-making
  • Recommends, develops and implements appropriate strategies, plans, tools and approaches to drive successful performance
  • Partners with management to develop and operationalize staff forecasting and staffing strategies
  • Focuses on planning and optimizing the performance of contact center representatives by analyzing data, performance, and trends in order to manage service levels and adherence to schedule
  • Balances operational efficiency and customer satisfaction to effectively staff environments that handle voice, email, chat, SMS, and other integrations or channels
  • Ensures system changes and requests are prioritized and addressed directly, or with vendor technical support
  • Attends various training sessions to stay current on trends, system capabilities, and releases
  • Performs other duties as assigned/required

FAQs

What is the job title for this position?

The job title is Business Analyst, specifically for the role of Business Reporting Analyst - Contact Center.

What type of work schedule is offered for this position?

The position offers a hybrid work schedule, requiring candidates to be within commuting distance to the hospital.

What are the primary responsibilities of the Business Analyst?

The primary responsibilities include analyzing contact center performance, managing workforce forecasting, reporting on business metrics, and recommending strategies for performance improvement.

What educational qualifications are preferred for this position?

A Bachelor's Degree is preferred for this position.

What skills are necessary for the Business Analyst role?

Necessary skills include strong analytical and critical thinking skills, excellent verbal and written communication, problem-solving abilities, and proficiency in designing user-friendly dashboards and reports.

Are any specific tools or systems mentioned in the job description?

Yes, experience with CCaaS (Contact Center as a Service) systems is mentioned, along with the opportunity to support system implementation.

What benefits do employees receive in this position?

Employees receive a comprehensive benefits package that includes health benefits, life insurance, long-term disability coverage, a retirement plan, paid time off, tuition reimbursement, and more.

Is training provided for this role?

Yes, training sessions are provided to keep the Business Analyst current on trends, system capabilities, and releases.

How does this role contribute to the organization?

The Business Analyst plays a critical role in supporting Contact Center operations by optimizing service levels through data analysis, performance improvement, and workforce management effectiveness.

What kind of environment does Mount Sinai promote for its employees?

Mount Sinai promotes a culture of caring and collaboration, emphasizing a mission of delivering excellent healthcare through innovation, education, and research.

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Mount Sinai Medical Center of Florida

Science & Healthcare
Industry
1001-5000
Employees
1949
Founded Year

Mission & Purpose

Founded in 1949, Mount Sinai Medical Center is the largest private, independent, not-for-profit teaching hospital in Florida. As a medical center whose mission is to provide high-quality health care to our diverse community, enhanced through teaching, research, charity care, and financial responsibility, Mount Sinai is committed to providing access to expert, compassionate care to all. Mount Sinai provides an unmatched level of clinical expertise and is dedicated to recruiting and training top physicians and surgeons from across the country, who work together across multiple disciplines to deliver a patient-centric approach to care. Mount Sinai’s on-going partnerships with New York’s prestigious Columbia University have allowed us to provide our community access to the only Ivy League-affiliated cardiovascular, urology, orthopedics, and cancer programs in South Florida. These programs combine the strengths of two leaders, enhancing the outstanding level of service and providing greater access to state-of-the-art technology, research, and treatment options. Among our many accolades and awards, Mount Sinai: * The only hospital in Miami-Dade to be named one of Healthgrades™ top 5% of hospitals in the nation for three years in a row, 2022, 2021 and 2020 * Named America’s 100 Best Hospitals for Critical Care, Gastrointestinal Care and Gastrointestinal Surgery by Healthgrades™ for 2022 as well as the GWTG Stroke Award (AHA) for Target Stroke Elite Plus Honor Roll. This award highlights Mount Sinai’s performance with intravenous thrombolytics. * The only hospital in South Florida to be named one of 250 hospitals in the world to Newsweek’s list of World’s Best Smart Hospitals for 2021. *Mount Sinai’s stroke center is a Comprehensive Stroke Center with Joint Commission. This designation assures patients that the center follows national standards and guidelines that can significantly improve the outcomes of the most complex stroke cases.

Culture & Values

  • High Quality Healthcare

  • Teaching

  • Research

  • Charity Care and Financial Responsibility