Senior Manager, Business Analysis & Planning

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This position will manage a team of data analysts and software development engineers responsible for providing visibility into overall operational performance, employee productivity. call routing, and client contractual performance guarantees for Employer contact centers.  This position will develop and maintain effective relationships with Contact Center Operations, Contact Center Resource Management, Information Technology, Account Management, Service Delivery, and Finance. Individual will lead the team to identify opportunities, collect and organize relevant operational data, and build rich data visualizations and other tailored analytics products to enable ESI's contact centers to provide the best possible service to clients and patients.  Team and employee development will be a critical component of this position.


  • Lead the team in defining, designing, building, and deploying analytic solutions to complex business problems to enable data-based decision making throughout operations using core team tools (Microsoft SQL Server, Tableau, Java, JSP, JavaScript, jQuery, SSIS, Alteryx, HADOOP, ColdFusion, Excel, etc.)
  • Manage and develop a team of 5 (including both business analysts and software development engineers).
  • Lead efforts to evaluate current analytic offerings and proactively partner with operations leadership to determine opportunities for improvement in support of operational goals.
  • Oversee creation of efficient, reliable data imports/exports to collect necessary data from operational systems; scrub, organize, and summarize that data; and make it available to business partners as needed.
  • Present results and/or recommendations to key business stakeholders up to and including Senior Staff.
  • Proactively monitor trends in the field of data and analytics and partner with other team leaders to ensure that the team toolset continues to feature value-added, best in class software tools.


  • Bachelor’s degree in Management Information Systems, Computer Science, Information Technology, Business, Finance, Economics, or related field or 8-12 years relevant experience.
  • Strong database background in Microsoft SQL Server, Teradata, Oracle, IBM Informix, MySQL, DB2, or equivalent.
  • Background in HADOOP-based data systems such as Cloudera Impala or Hortonworks a plus.
  • Familiar with data vizualization in Tableau, D3.js, HighCharts, FusionCharts, or equivalent preferred.
  • Background in web development via JSP/Java, PHP, ASP(.NET), ColdFusion, or equivalent preferred.
  • Knowledge of JavaScript/jQuery a plus.
  • Effective with Microsoft Office Suite (Excel, PowerPoint, Outlook, Access, Word, Visio).
  • Advanced analytical and strategic thinking skills.
  • Analytical and detail-oriented in all work activities.
  • Customer-focused in all work activities.
  • Strong organizational skills.
  • Leadership and employee-development skills.
  • Able to prioritize across a large portfolio of projects.
  • Effective at working cross-functionally to deliver large projects.
  • Effective in crafting and delivering presentations to audiences large and small.
  • Able to mentor internal customers in use of analytic tools.
  • Able to leverage a network of resources to solve complex problems.


Our Enterprise Operations Division enables the organization to reach its business goals by optimizing operational performance. They accomplish this through a shared service model, utilizing specialized resources and providing cross-functional insight to ensure quality and consistency for our members and clients.

This group is made up of several key teams including Strategic Initiatives, Quality Monitoring, Audit Relations and Training, Analytics and Process Improvement and Service Delivery.


Advance your career with the company that makes it easier for people to choose better health.

Employer is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the "Most Admired Companies" in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.

Employer is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation. Employer is a VEVRAA Federal Contractor.

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