Job Details

Responsibilities

Under the direction of the Senior Director of Contact Center Operations, the Care Support Business Analyst plays a key role in driving performance and operational excellence across enterprise contact center teams. This role is responsible for analyzing contact center data, identifying trends, and delivering actionable insights that improve customer experience, workforce efficiency, and service delivery.

The ideal candidate is detail-oriented, data-driven, and passionate about continuous improvement. They serve as a strategic partner to contactcenter leadership, helping to optimize staffing, streamline workflows, and enhance reporting capabilities.

Essential Functions and Work Responsibilities

Functional Category: Data Analysis & Performance Reporting

Estimated Percent of time Spent - 50%

• Collect, analyze, and interpret contact center data including contact volume, handle time, service levels, and agent performance.
• Develop and maintain dashboards and reports that provide visibility into key performance indicators (KPIs).
• Monitor trends and anomalies in contact center metrics, providing insights and recommendations to leadership.
• Partner with Workforce Management to forecast staffing needs and optimize scheduling.
• Support root cause analysis for service disruptions, escalations, and performance gaps.
• Collaborate with IT and Operations to ensure data integrity and system functionality.
• Present findings in a clear, actionable format to stakeholders across departments.
• Track and report on customer satisfaction metrics and feedback loops.
• Maintain documentation of reporting methodologies and data sources.

Functional Category: Operational Support & Process Improvement

Estimated Percent of time Spent - 25%

• Identify opportunities for process improvement based on data insights and operational trends.
• Support implementation of new tools, technologies, and workflows to enhance efficiency.
• Assist in evaluating the impact of training programs and operational changes.
• Partner with Quality Assurance to align performance metrics with service standards.
• Contribute to business cases for technology investments and operational enhancements.
• Support compliance and audit readiness through accurate reporting and documentation.

Functional Category: Stakeholder Collaboration & Strategic Projects

Estimated Percent of time Spent - 25%

• Collaborate with contact center managers, HR, and finance teams to align data with business goals.
• Participate in cross-functional initiatives to improve customer experience and operational outcomes.
• Provide analytical support for strategic planning, budgeting, and workforce initiatives.
• Serve as a subject matter expert on contact center analytics and reporting tools.
• Support leadership with ad hoc analysis and special projects as needed.

Travel Requirements

Travel

Estimated Percent of time Spent 10%

• Travel between national InnovAge worksites
• Overnight & out of state travel should be expected for leadership meetings

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

REQUIRED

Education

• Bachelor of Bachelor's degree in Business Analytics, Statistics, Operations Management, or related field.

Work Experience and Qualifications

• 3+ years of experience in contact center analytics, operations, or business intelligence.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and Excel.
• Experience with contact center platforms (e.g., Five9, EPIC,) and CRM systems.
• Strong analytical, problem-solving, and communication skills.
• Ability to translate complex data into actionable insights.

PREFERRED

Education

• Master's degree in Business Analytics, Data Science, or related field.
• Experience in healthcare or regulated contact center environments.
• Familiarity with SQL, Python, or other data querying tools.
• Knowledge of workforce management and quality assurance practices.
• Experience supporting multi-site or enterprise-level contact center operations.

Other Knowledge Skills and Abilities Required

Computer Skills

• Mastery of desktop applications, including MS Office (Word, Excel and PowerPoint)
• Must be able to quickly learn specific software and new applications

Language Skills

• Ability to read, analyze and interpret regulations and other documents.
• Strong interpersonal skills and ability to effectively and tactfully present information to, and communicate with, co-workers, employees, and others.
• Possess exceptional English written and verbal communication skills, including accurate grammar and business correspondence knowledge.
• Ability to read and write memos, reports, and correspondence that conform to prescribed style and format.

Reasoning Ability

• Ability to define problems, collects data, establish facts, and draw valid conclusions.

Other Skills and Abilities:

• Able to establish and maintain cooperative and positive working relationships.
• Organized, detail-oriented, diplomatic, proactive, self-motivated, dependable, and driven by excellence.
• Even-tempered and able to balance multiple tasks in accordance with changing deadlines and priorities in a fast-paced environment.
• Ability to work sensitively and effectively with individuals of diverse ethnic and cultural backgrounds.

InnovAge Service Standards Requirements

Safety

• Safety- Maintains a safe work place. Reports all unsafe work conditions to supervisor and/or Safety & Loss Control Manager and works in conjunction with supervisor, Safety & Loss Control Manager, and staff to correct unsafe work conditions. Follows and enforces all safety policies.

Accountability

• Commitment - Commits to his/her job and to the success of the company. Continuously puts forth the effort to achieve goals and continuous quality improvement. Degree to which employee goes the extra step to ensure job/task completion. Takes initiative to offer ideas to improve processes or results.
• Cooperativeness - Consistently supports management decisions as demonstrated by his/her actions. Demonstrates a "can do" attitude by responding positively to instructions. Follows instructions and works harmoniously with others to complete the job or task.
• Attendance - Meets or exceeds punctuality and attendance expectations/requirements. Faithfully reports to work and conforms to scheduled work hours. When necessitated, follows call-in procedures and informs others of absences.

Caring

• Customer Service - Embraces the organization's commitment to internal and external customer service and demonstrates a customer-centric approach when interacting with co-workers, participants, clients, and all other business contacts.
• Confidentiality - Maintains confidentiality of employee, participant, and client data/information, and any other sensitive organization information as appropriate.

Integrity

• Adherence to Company Policy - Follows and enforces guidelines as established by policies. Conforms to company and job standards and requirements. Shows respect for others. Acts in the best interests of the company at all times. Serves as an example for others. Conducts business in an ethical fashion.
• Reliability - Completes responsibilities with minimal direct supervision. Follows through with assigned jobs and tasks all the way through completion. Puts forth the effort to achieve goals and objectives under varying circumstances.
• Alignment with Company Goals & Objectives - Supports the organization's mission, vision, and values and holding self-accountable for applying these principles daily and personally living them when working with co-workers, participants, clients, and all other business contacts.

Quality

• Quantity of Work / Productivity - Produces at a high volume. Always puts forth the effort to maximize productivity. Meets or exceeds established work deadlines. Engages in a productive work effort whenever possible. Meets goals and objectives.
• Quality of Work - Produces work that is accurate and reliable. Accomplishes work quickly and efficiently. Works in a thorough and organized manner while minimizing down time. Results are consistently within acceptable quality standards.
• Job Knowledge - Demonstrates a thorough understanding of his/her job processes and procedures. Integrates knowledge to efficiently accomplish job requirements. Efficiently uses resources (including staff and management) to obtain additional knowledge.
• Communication - Exhibits good interpersonal skills. Develops and fosters professional relationships with co-workers, participants, clients, and vendors. Keeps others informed as directed by operational demands and need-to-know. Keeps self informed of announcement made via established company venues

Benefits

InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model.

InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays.

Applicants are considered until the position is filled.

Posted Pay Range

$77,400-$96,800

Additional Information

Compensation Disclaimer

The pay may vary depending on job related factors, such as work location, experience, knowledge, skills, education, certifications, training and internal equity. InnovAge offers a comprehensive benefits package, which includes medical, dental, vision, 401(k) plan with company match, short and long-term disability, life insurance, supplemental life insurance, ADD, flexible spending account, paid time off and company paid holidays.

Attention Florida Applicants
This position requires a background screening through the Florida Care Provider Background Screening Clearinghouse.
For more information, please visit the Clearinghouse Education and Awareness website:

Agency Disclaimer

InnovAge will not accept unsolicited resumes from search firms for this employment opportunity. Regardless of past practices, all candidates/resumes submitted by search firms to InnovAge by any means without a valid written search agreement in place for that position will be deemed the property of InnovAge and no fee will be paid in the event such candidate is hired by InnovAge.