Director, Healthcare Analytics & Insights - Remote U. S.

TTEC Digital Analytics & Insights is looking for a remote Director, Healthcare Analytics and Insights to provide value-added strategic analytics consulting focused on a sales contact center for a healthcare client on the payer side. This person will manage and deliver analyses related to sales activities supporting all enrollment periods. Healthcare experience is a requirement.

The Director will bring to TTEC Digital deep analytics experience, ideally with a solid understanding of contact center operations, call center metrics and KPIs, and experience interacting with contact center operations teams. A proven ability to turn data into insights and recommendations is critical.

The Director of Healthcare Analytics & Insights is accountable for leveraging data as a strategic asset to deliver business insights that will improve decision making and generate incremental business value. Key business outcomes include increasing new member enrollments, driving operational efficiencies, and improving the new member experience. This is a collaborative role that oversees a team of internal resources and external supplier partners, to ensure that the suite of analytics tools and intelligence drives desired outcomes and experiences.

What you will be doing

Strategic Planning

• Partner with key TTEC and client stakeholders to develop, communicate, and own a unified strategy and business plan articulating the expected business outcomes of an execution roadmap (near & long term), enterprise data governance strategy complete with data security and advanced AI strategies and data integration

Analytics Thought Leadership

• Work closely with the Data Science / Machine Learning and Analytics teams to provide direction on developing, operationalizing, monitoring and evaluating predictive models, dashboards and reports for customer facing applications and internal use.
• Develop and expand our knowledge base and best practices for delivering data analytics

Delivery

• Execute on time and budget for expected Data and Analytics capabilities inclusive of solutions (datasets, enterprise level reports, analyses, ML models, etc.), resources, processes and platforms

Oversight and Performance Management

• Track progress against planned business capabilities and outcomes, people, process, and development and analyze the root causes of any gaps between planned and actual

Team Management & Development

• Devise talent strategy for the team - identify resource gaps or inefficiencies, build hiring plan, recommend promotions and manage performance for consistency with the needs and vision of the department.

Governance

• Help to define Business data-reporting-model ownership and reporting structure while meeting regularly with the Data Visualization, Data Engineering and client teams
• Meet regularly with the established data governance team to help drive accountability through consistent data governance and establish a measurement
• Implement methodologies, processes and best practices to bring data and analytics awareness

What you'll bring to us:

• 10+ years of experience in contact center analytics
• Healthcare (payer) experience
• Experience serving as point of contact for enterprise clients and maintaining longstanding relationships
• Analytic thinker with a proven ability to interpret analytic output and translate data into insights and strategic recommendations
• Experience working with large-scale customer databases, datasets or tables communicating summarized analytical findings
• Knowledge of statistical concepts (e.g., significance testing, sampling, etc.)
• Proficiency with Excel including Pivot Tables and fluent use of PowerPoint

What you can expect

The anticipated range for individuals expressing interest in this position is $150,000 - $180,000. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. This position is eligible to participate in an incentive program.

Benefits available to eligible employees include:

• Medical, dental, and vision.
• Tax-advantaged healthcare accounts.
• Financial and income protection benefits.
• Paid time off (PTO) and wellness time off

About us

TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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