Call Center Operations Data Analyst in Woburn, MA at Beacon Health Options

Date Posted: 1/7/2020

Job Snapshot

Job Description

We Help People Live their Lives to the Fullest Potential!

For more than 30 years, Beacon has changed the way people live with behavioral health conditions. Today, we are the undisputed leader in behavioral health management, serving 40 million people across all 50 states. At Beacon, we are committed to delivering a ‘world-class’ candidate experience from the moment you click ‘Apply’! Our goal is to help you reach your fullest potential, while utilizing your talents and expertise to help us deliver on our promise.

Do you have a passion for helping others? If so, we are looking for you!

Beacon is currently seeking a Business Systems Analyst III to join our team at our Woburn, MA office. This position’s core responsibility is to increase understanding of Call Center performance by improving access to reporting and providing sound analysis of Call Center data.

What does a typical day look like?

-The position is expected to be a Call Center Operations SME with a solid understanding of interdependencies across the department and other functional areas. The BSA III will be able to explain the impact of changes / trends in KPI results as well as identify upstream and downstream impacts.

-Execute data driven analysis and perform root cause analysis to determine drivers and trends of results. Calculate and recommend actions needed to meet SLAs, PGs and other metric goals. Proactively review assigned data and research trends, anomalies and/or outliers. Bring findings and hypotheses to direct management and business owners’ attention.

-Provide support for Call Center Operations reporting projects and ensure that leadership is continually made aware of the status of projects/tasks and informed when roadblocks are encountered and/or deliverables are at risk. Offer recommendations for efficient and effective approaches to completing projects/tasks.

-Develop solid understanding of current Call Center data models for reporting. Support unit leadership by assisting with data mapping and report filtering activities.

-Conduct continuous process improvement as it relates to report development and validation; responsible for questioning / interpreting the data and ensuring alignment with Call Center standards and report requirements. Identify opportunities for improvement/efficiencies.

-Partner with business owners to determine requirements for data, reports, analysis, service level development, data quality, and performance. Effectively communicate progress and status of requests to the end-user to foster good internal customer relationships. Prior to consumption, ensure reports are validated and aligned with call detail and standard Call Center Operations reporting.

-Field ad hoc requests; work with requestor to better understand purpose of requests, collect necessary information to complete requests and ensure they are prioritized accordingly.

-Serve as back up for team Business Analyst I as needed

What you Contribute?

Education: Bachelor’s Degree required; preference given to those candidates with a degree in the Accounting, Statistics, Epidemiology, Business, or like degree; if no degree then 2-4 years of experience in an analytical environment.

Years and Type of Relevant Work Experience:  Proficiency in using software and tools for data analysis and other office computing software applications (word processing/spreadsheet) is required.  Experience in analyzing and interpreting data using inferential statistics.  Two to four years of diverse experience in data analysis, applied research, program evaluation or statistics in the social sciences.  Two to four years of Call Center experience preferred.   

Knowledge, Skills & Abilities:

  • Intermediate level knowledge, skill and ability in CMS Avaya, SharePoint, Understanding of Health Care insurance operations, Understanding of Managed Health Care principals, Verbal and written communication, and Group presentation and public speaking.
  • Expert and proficient knowledge, skill and ability in Excel, Work with minimal Supervision, Ability to multitask Analysis, and problem solving Interpersonal communication.

What Makes Us Different?

  • Here, it’s not just a job – it’s an opportunity to change lives.
  • Our employees are learners, innovators and original
  • Our mission and values guide the way we treat our members, providers and each other.

What We Have to Offer:

  • Healthcare benefits available starting day 1!
  • Health & well being incentives, such as gym membership reimbursement
  • 401K with company match to help reach your future financial goals
  • Generous PTO, because we know life happens outside of work
  • Tuition reimbursement so you can keep reaching your fullest potential

If Beacon sounds like the place for you, what are you waiting for? Apply with us today to get started!

Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled

At Beacon Health Options, our candidate's data privacy is a top priority. Our recruiting team conducts all communications using official company email ( Only candidates who have applied for an open position through our Careers page ( will be engaged in our interview process. Beacon conducts all interviews in person or over the phone. At no time during the recruiting process will any Beacon recruiter request any financial or personally identifiable information from you.