Business Intelligence Lead

Become a part of our caring community This position is created specifically to assist with Humana’s efforts to secure and, if awarded, transition into a new business opportunity. Please note that continued employment in this role is expressly contingent upon Humana’s receipt of the business opportunity and a satisfactory transition into the work. In the event Humana does not pursue the opportunity or determines that a timely and satisfactory transition cannot be achieved, employment may be subject to termination. The Business Intelligence Lead is responsible for leading data and analytics efforts in support of the VA Contact Center, with a focus on transforming data from CRM, telephony, quality management, workforce management, and related operational systems into actionable business intelligence. This role oversees the tools, technologies, applications, and practices used to collect, integrate, analyze, interpret, and present data to drive informed decision-making, improve operational performance, and support strategic outcomes across the contact center environment. This position partners closely with VA Contact Center leadership, Enrollment leadership, Operations, and IT to identify trends, risks, opportunities, and performance improvement actions based on data analysis. The Business Intelligence Lead is expected to provide insight into key contact center performance drivers such as call volume, average speed of answer, service level, abandonment, first contact resolution,