Business Analyst - Call Center Technologies

Minneapolis, Minnesota
Jan 05, 2022
Feb 11, 2022
Employment Status
Full Time
Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs.

UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers.

At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.




UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.


Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 150 Workplace for 12 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.


Work Location: Standard, hybrid or work from home

The health and safety of our employees, members, providers, and our community is our highest priority. Therefore, all new employees are expected to be fully vaccinated against COVID-19 prior to starting at UCare, subject to limited exceptions such as for a sincerely held religious belief or for medical reasons.

Position Description

This position will play a key role in call center technology initiatives and projects with an emphasis on the telephony systems to improve customer experience and increase agent productivity. Build business knowledge and act as the key business lead for future enhancements and integration efforts surrounding the Customer Service telephony, core call center technology, performance tools and integrated desktop applications. Collaborate with internal IT partners, voice engineers and software vendors to ensure business optimization of our core call center technologies. Support end users and Customer Service leadership to understand their needs and goals, and partner with the technical teams and vendors to develop and implement solutions. Identify, understand, and document the current state, opportunities for improvement and future state business processes in order to meet business objectives. Ability to work in a fast-paced environment with frequently changing priorities, deadlines and workloads that can be variable for long periods of time. Ability to meet established deadlines and handle multiple business priorities and demands from internal and external customers, within set expectations for service excellence.

• Represent Customer Service in identifying, supporting, and delivering enhancements and improvements in the technology and business processes that support Customer Service technology and telephony efforts.

• Responsible for UCare Telephony processes for Customer Service. Develop and maintain business process documentation, business requirements for telephony (IVR, prompts, call routing rules, call flows, etc.) and related processes within Customer Service and related operational areas.

• Serve as a subject matter expert and provide support to end users for existing call center technology and telephony applications.

• Lead stakeholder SMEs, cross functional teams and work closely with telephony engineers, technical BA's and software-vendor BAs and IT support to assure adherence to business requirements.

• Collaborate in defined development processes with telephony engineers, internal IT staff, QA and SMEs in support of regular releases, maintenance and enhancements to call center technologies. Proactively assess and identify routing and integration pain points and opportunities and work to resolve issues on behalf of product and business owners.

• Facilitate requirements gathering sessions, translate business process needs into requirements artifacts such as business requirements document, use cases and user stories and work closely with internal and external partners to deliver quality solutions.

• Develop and lead implementation plans related to new and existing call center technologies and telephony program.

• Responsible for business approval and acceptance of use cases, user stories, process flows, and functional features.

• Responsible for developing and participating in User Acceptance Testing.

• Identify and investigate trends related to reported issues. Contribute to cross-organizational process documentation in managing and addressing telephony breakage and service incidents.

• Other projects and duties as assigned.


Bachelor's degree; demonstrated experience may be considered in lieu of degree.

Required Experience

Five years of call center technology experience, such as Cisco, Aspect, Calabrio, IVR, MS Teams, Chat and/or Customer Channels routing experience. Experience in customer service and call centers, preferably as an end-user.

Preferred Experience

Project Management Experience. Reporting and analysis experience. WFM, CFM, QM, CRM, IVR, CTI integration and skills-based routing experience. Process improvement experience or certification.


The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

JOB POST DATE: 01/04/2022

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