Telesales Business Analyst

Job Summary

The Telesales Business Analyst is responsible for providing 3rd party data insights and reporting to the Telesales leadership team and provide peer or leadership support as needed on existing projects. Analysts will understand pain points, identify gaps in channel performance, and execute process improvement initiatives to support increased sales conversion rates and improve member satisfaction. Analysts will generate easy to interpret reports based on collected data and findings. Analysts are relied upon to apply business knowledge to projects and provide value-added insights to directly impact business outcomes.

Essential Functions

Listens to calls, reviews chats, transcriptions, and survey data to mine for qualitative and quantitative analysis to ensure that the channel’s teams are consistently performing in compliance with organizational and direct sales policies and procedures, rulings, laws, and government regulations. Identify, investigate, and document possible root causes of trends, issues, and performance gaps based on analyses and campaign results to determine improvements and recommendations. Develop daily reports and presentations documenting analysis and ensure that key stakeholders understand the business implications for those analyses. Research, analyze, maintain, validate, and prepare data, information and content used in making business decisions. Present and articulate findings to a variety of audiences including Telesales leadership, Sales and Engagement managers, Direct Sales Enablement, and the Continuous Improvement team. Also produce, edit, and distribute a variety of other business documents such as proposals, ad hoc presentations, and continuous improvement plans. Produces ad hoc reporting and assists with presentation building as needed.

Qualifications

Required Work Experience

2+ years related work experience. Experience Details: data analysis experience, preferably in a call center environment, data science. Detail oriented with experience recognizing patterns and trends. Or any combination of the above.

Required Management Experience

No Supervisory/management Experience Required

Required Education

Related Bachelor’s degree or additional related equivalent work experience

Demonstrated ability to use process and operational workflows. Demonstrated understanding of process improvement concepts. Proficient with Microsoft Office, including Word, Excel and PowerPoint. Great communication skills: written and oral. Preferred Education

Bachelor’s degree Data Science

Additional Preferred Qualifications

Strong qualitative thinking and statistical data analysis skills.

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities

Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

What We Offer

As a Florida Blue employee, you will thrive in our Be Well, Work Well, GuideWell culture where being well as an individual, and working well as a team, are both important in serving our members and communities.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

Medical, dental, vision, life and global travel health insurance;Income protection benefits: life insurance, Short- and long-term disability programs;Leave programs to support personal circumstances;Retirement Savings Plan includes employer contribution and employer match;Paid time off, volunteer time off, 10 holidays and two flexible Well-Being daysAdditional voluntary benefits available; andA comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Annualized Salary Range: $57,200 - $93,000

Typical Annualized Hiring Range: $57,200 - $71,500

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.