Anthem Metrics Senior Advisor/Metrics Executive Advisor - PS11859 in Nashville, Tennessee

Metrics Senior Advisor/Metrics Executive Advisor - PS11859


Location: Indianapolis, Indiana, United States

Field: Reporting & Data Analysis

Requisition #: PS11859

Post Date: Sep 05, 2018

Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care .

This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health benefits companies and a Fortune Top 50 Company.

Metrics Senior Advisor/Metrics Executive Advisor

(hiring level based on experience)

This position may be located in the Indianapolis, IN, Denver, CO,

Midland, GA, Tampa FL, Nashville, TN or Las Vegas, NV office.

The Metrics Senior Advisor/Metrics Executive Advisor will be responsible for the configuration and analysis of customer conversations and interactions utilizing Verint. This is an opportunity to join a team which is expanding our solution into call center speech and desktop analytics and requires proactive professionals with strong understanding of analytics, process improvement and delivery.

In this role, the selected candidates will create a program or strategy around the use of Verint for business and executive users. This position will manage business reporting requests, as well as identify opportunities that leverage Verint Self Service capabilities, act as the subject matter expert on the system configuration and provide consulting to other analysts.

Primary duties to include, but are not limited to:

  • Identifies and implements continuous configuration, tuning and improvement opportunities to Verint that effectuate proper targeting of calls requiring monitoring attention and reporting accuracy.

  • Provides insight and makes recommendations to the internal business partners based on data findings and leverages experience to inform others on configuration and usage of Verint.

  • Manages the creation of reporting that targets regulatory and compliance intelligence to limit business liability, as well as perform Ad Hoc reports, searches or root-cause analysis as needed by business units.

  • Make recommendations targeting business processes, customer service or other improvements based on analysis of trends and KPIs.

  • Conducts meetings with business partners to deliver and present key findings applicable to the business areas of opportunity for customer experience, regulatory safeguards and other areas of remediation.

  • Monitors system performance and collaborates with internal teams to ensure consistent effectiveness of Verint including communicating with IT as the subject matter expert on integrations and troubleshooting.

  • Documents system configuration, processes and procedures contributing to intelligence sharing.

  • Other duties as assigned.

  • 8-10 years of data collection/analysis experience (Metrics Senior Advisor) 10+ years of data collection/analysis experience (Metrics Executive Advisor) or any combination of education and experience, which would provide an equivalent background. MS preferred.

  • Requires a BS/BA degree in a related field

  • Bachelor degree in Computer Information Systems, Computer Science or Linguistics preferred.

  • 6+ Years’ experience utilizing Verint Speech Analytics or similar speech analytics solutions.

  • Must be proficient in Microsoft Suite, specifically Excel; pivot tables, V-lookups, formulas and importing of data

  • Capacity for independent critical thinking and problem solving

  • Business Analytics and/or Business Analysis background preferred

  • Experience in preparing Executive reports and briefings.

  • Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills and personal interaction abilities.

  • Excellent research and analytical skills also required.

  • Strong planning and organizational skills required.

Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2018 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at An Equal Opportunity Employer/Disability/Veteran