Business Support Analyst- Lenexa, Kansas req30031 in Lenexa, KS at Quest Diagnostics

Date Posted: 8/9/2019

Job Snapshot

Job Description

Business Support Analyst- Lenexa, Kansas - Monday - Friday

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.


Maintain and facilitate all facets of employee and customer data, while maintaining/administering production workflow(s) for the call center.  Monitoring, real-time, workforce manager, campaign manager and real-time statistics to ensure proper staffing alignment.  Working with the operations team to ensure proper agent utilization and production at all times.


1. Employee Data

o Administer all employee profiles for access to C4 and M4 systems for all employees throughout all of ExamOne and Quest
o Administer all call center employee profiles for phone system (skills), Workforce Manager, Performance Management and Dialer systems.
o Create employee promotion and demotion data.

2. Employee Time and Attendance

o Administer all time and attendance via Workforce Central for EDC, Inspections and APS departments
o Report corrective action steps to supervisors and managers for time and attendance issues
o Track/Maintain/Report all FMLA use by coordinating with Cigna on hours used
o Track/Maintain/Report all Disability use time

3. Customer Data

o Administer customer pricing either by year end price increases or pricing proposal form process. 
o Administer per applicant fees prior to invoicing to ensure proper billing of the customer is achieved.
o Administer customer invoicing via email and XMIT
o Administer customer specific workflow rules
o Administer month end customer reporting

4. Production Workflow

o Support cross-divisionally, the daily production workflows to ensure proper staff alignment and production metrics
o Use all available tools available, Workforce Manager, Performance Manager, Campaign manager, Verint and Real-time statistics to identify agents exceeding defined thresholds.  Such as, but not limited to, available time, talk time, ACW etc…
o Monitoring and adjusting intraday staffing levels real-time
o Report staffing requirements, future forecasting, to operations leadership
o Maintain order prioritization in the queue as well as time zone adjustments to ensure SLA’s are met.
o Work with the operations team to successfully execute on intra-day staffing needs/changes, metric improvements, shift changes, staff planning or any area to improve production.
o Analyze, maintain, and report the KPI’s to improve production, such as, but not limited to, Service Lever, Cases per Day, Adherence, Quality etc. 

5. Audits

o SOX C4/M4 Employee User Audits
o SOX Billing Audits
o Leverage all available data sources to analyze employee activity designed to identify calling behaviors needing to be addressed.

6. Other duties/tasks as assigned

Supervision Exercised


Education Preferred:   

BS or BA in Computer Science or Equivalent experience preferred.

Work Experience

1 year + working with relational database
3+ years of working knowledge with MS Access and Excel
1+ years of project management or equivalent experience managing multiple tasks with tight deadlines. Other: 
Ability to Multi-Task (working multiple projects)
Excellent written and interpersonal communication skills is a must
Experience interacting with all levels of management
Experience interacting with clients preferredSpecial Requirement:
Licensing, travel, working conditions, varying work hours, overtime, etc.

This is a 5 day/40 hours shift covering the call centers hours of operations with shifts of 8 AM – 5 PM,12pm – 9pm and 2 pm – 11 pm Monday – Friday including a Saturday Rotation. Flexibility will be needed to cover day shift and evening shifts when business dictates.

While performing the duties of this job, the employee is regularly required to communicate in person and on the telephone. The employee is frequently required to sit for long periods of time, stand, walk, bend, stoop, crouch and reach with hands and arms. Employee will need to maintain composure under pressure; adapts to change; ability to grasp information quickly.

Ability to multi-task, Analytical skills, Ability to follow verbal or written instructions, Thinking analytically, Communication, Using effective verbal communication, Using effective written communication, Handling stress & emotions, Concentrating on tasks, Making decisions, Adjusting to change, Examining/observing details, Sitting for long periods at a time.

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