Enterprise Contact Center Team Lead Data Analytics (1 Yr Fixed Term w Benefit Eligible)

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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

The Team Lead-Data and Analytics is responsible for overseeing assigned Technical systems and functions supporting the Enterprise Contact Center and its managed Clinics. This role will also work closely with the Manager to participate in the evaluation and development of the staff and provide Team Lead-Data and Analytics will also analyze actual and projected organizational performance of existing / new programs and their associated impact across the organization. Implements and supports the business strategy and implement delegated projects and tasks related to applications projects and reporting. Supports an overarching goal of unifying data from disparate systems while ensuring data integrity within a complex IT network applications and interface infrastructure composed of disparate systems.

Locations

Stanford Health Care

What you will do

• Performs analysis development and testing of reporting solutions.
• Understands report requirements and builds reports that function as desired.
• Manages multiple independent complex activities. Manages tasks dependencies and user / team expectations regarding scope and timeline of solution delivery.
• Builds and maintains SQL databases and generates complex queries and reports based on standard operating processes. Maintains the quality and integrity of data stored in databases and stored Procedures and Reports using SQL Server and SQL Server Integration Services (SSIS).
• Creates operational dashboards and reports from various data sources such as Verint Epic Avaya CMS and Foresee using software applications Tableau and Qlikview.
• Plans coordinates directs and manages the development and implementation of reporting and analytic projects including preparing schedules resources process flow diagrams use cases and timelines through all phases of the projects.
• Provides operational data and ad-hoc analysis for Clinical Business Reviews and Process Improvement Projects.
• Participates in operational improvement projects infrastructure and vendor product deployment projects and development of IT solutions which requires a comprehensive understanding of the system architecture of the concerned products / applications.
• Coordinates with the Clinical Business Analyst team and Infrastructure team on maintenance of hardware upgrades database administration / tuning in both production and non-production environments.
• Provides first tier support for end user requests for department IT applications enhancements of modifications considering SHCs policy and standard procedures as well as IT protocols and practices.
• Provides expert advice to various business units for data consultation gathering and analysis.
• Conducts User Acceptance Test for ECC Database and ECC-SHC-Analytics Site such as Tableau Online
• Drives new data requirements usage and test strategy.
• Researches issues and use independent analysis and judgment to produce solution options (including alternative solutions when necessary to address system limitations) to complex and / or controversial matters.
• Manages a team of Business Reporting Analysts who perform analysis of complex data structures to generate business insights and to track and improve operating efficiency costs and service goals.
• Assists the Manager with setting performance objectives and providing regular feedback to team members and manager.
• Identifies trends and detects / anticipates problems and act as the highest level of support while mentoring and training junior staff members.
• Accountable for work of direct reports. Start and / or complete the hiring process interview applicants and make recommendations to the Manager regarding employees performance hire promotion or transfer decisions Manager will then make final decision.
• Manages team members adherence to standard processes maintenance of quality and performance to service levels and schedule.
• Develops department operational plans and goals to support business and organization wide Analytics initiatives.
• Facilitates discussions on nomenclature inconsistencies and drives consensus to support the Data Governance activities.
• Manages participates and coordinates the development and implementation of new / revised processes and procedures such as developing new programming standards or guidelines.
• Meets with business units to discuss issues concerns areas for improvements and shares information and best practices.
• Works with vendors to improve products / tools based on user requirements and determines tools upgrade schedule.
• Applies Lean concepts including visibility walls problem solving A3s and Gemba rounding principles.

Education Qualifications

Experience Qualifications

Required Knowledge Skills and Abilities

Physical Demands and Work Conditions

Blood Borne Pathogens

These principles apply to ALL employees :

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients families and towards each other. C-I-CARE is the foundation of Stanfords patient-experience and represents a framework for patient-centered interactions. Simply put we do what it takes to enable and empower patients and families to focus on health healing and recovery.

You will do this by executing against our three experience pillars from the patient and familys perspective :

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices including the area of employment. Accordingly SHC does not discriminate against any person on the basis of race color sex sexual orientation or gender identity and / or expression religion age national or ethnic origin political beliefs marital status medical condition genetic information veteran status or disability or the perception of any of the above. People of all genders members of all racial and ethnic groups people with disabilities and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale : Generally starting at $62.75 - $83.16 per hour

The salary of the finalist selected for this role will be set based on a variety of factors including but not limited to internal equity experience education specialty and training. This pay scale is not a promise of a particular wage.

Key Skills

Law Enforcement,ABB,Marine Biology,Filing,Automobile,AV

Employment Type : Full-Time

Experience : years

Vacancy : 1

Hourly Salary Salary : 62 - 83