Data Operations Analyst

This role will support the AmeriLife Direct-to-Consumer Health Insurance Business unit by providing insights through a combination of operational analytics and reporting.

This role will partner closely with both Marketing and the Sales Call Center in order to help both organizations understand key business operational results: lead performance / quality, call center and agent performance, etc.

• Remote, local to Tampa, FL/East Coast is preferred

• No Supervisory Responsibilities

Job Specific Duties:

• Maintenance - Complete existing operational data management and maintenance processes

• Daily – data process and reporting refresh checks – if any items break, handles: researching the source of the break, providing critical data to users in interim, communicating break to business and technical team, monitoring fix by technical team, confirming error is resolved and data/reporting is repaired

• Weekly – 3x/week – 3-5 data operations processes – updates manual data sources, runs reconciliations for carrier production feeds and commissions, reviews outputs before loading into CRM for reporting and operational processes

• Monthly and weekly reporting maintenance – enter monthly productivity KPIs, WFM Schedule data sources and runs system data clean up processes

• Data Analytics & Reporting – Providing the spectrum of ad hoc data sets to published reporting. Learns database to assist with general data requests from business, builds SQL queries and cleans up data for users ad hoc data request

• Submits tickets for data connection and access request

• Strong ability to access data through a variety of systems via SQL (e.g., CRM Systems, Telephony Systems, Policy Production Systems) and then creating ad hoc data sets and automated reports in Excel/Tableau Analyzes contact center patterns (including volumes, trends, attrition rates, agent-level productivity) to draw conclusions about where key issues and areas of opportunities are on: campaign optimizations, agent productivity, etc

• Synthesize and interpret large volumes of complex information and present it to senior management in a clear, concise, and complete manner. Basic reporting development skills in Excel and other reporting software

• This resource may need to partner closely with the Data & IT organizations in order to improve the process by which we tap data to achieve the insights required to optimize the business.

• Documentation of reporting, data application/definitions and data process changes

Experience, Qualifications & Skills:

• Bachelor’s degree in business, Mathematics, Operations or other STEM focused Degree

• Minimum of 1 year of related work experience in operations and data use/application, or applicable college project experience accepted

• Entry to Medium Level Experience in – SQL, Excel, CRM (like Salesforce) Preferred basic understanding of - Python, Jira/Confluence, Reporting Programs (like Tableau)

• Analytic and Reporting skills – creative problem-solving, high attention to detail, basic data analytics, data manipulation/combination processes and general reporting

• Strong multi-level team support and verbal/written communication skills, esp. relationship building

• Ability to multi-task, work independently and/or within a collaborative team and meet deadlines

• Selects best next steps from data-driven solutions using common sense and experience of similar situations

• Utilize sound judgement and problem-solving skills

• General project management and ability to document processes and reference sources

Why join AmeriLife Direct as Operations Analyst?

• Full time salaried employment

• Full time remote work, with on-site meetings/events a few times per year

• Opportunities to build technical data application, analysis and reporting skills

• Health and life insurance options, short term disability plus a range voluntary benefits.

• Volunteer Time Off

• Paid time off (PTO)

• 401(K) plan with company match

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 1 year
• Under 1 year

Schedule:

• Monday to Friday

Work Location: Remote