Business Analyst - CS Reporting & Process Analyst

Minneapolis, Minnesota
May 05, 2022
Jun 23, 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 600,000 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 13 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: Work from home, in the office or hybrid (in the office 3 or more days per week)

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

As the Business Analyst - CS Reporting Process Analyst, you will be responsible to expand the reporting capabilities of the Customer Service department. Collaborate with forecasting and staffing analysts to identify trends, operational efficiencies, and productivity. You will also be responsible to identify and implement an enhanced reporting suite, which includes increased transparency and governance, enhanced automation, and improved overall results. Utilize existing data and analytics to provide coherent and usable reports and dashboards to influence customer experience, efficiency, and metric results. Develop reports and analyze data from multiple systems to identify and address root cause of call drivers, find opportunities to improve customer experience and improve overall performance.

• Prepare weekly and monthly analytics of workforce operations for Customer Service including forecasting, staffing ratios, trends, operational efficiency, and productivity.

• Develop reports and create management dashboards to demonstrate overall performance and progress to goals.

• Develop reports and analyze data across multiple systems to identify and address root cause of call drivers or customer frustration and find opportunities to improve customer experience.

• Identify, analyze, and plan for volume drivers, outliers, and system outages.

• Identify and implement opportunities for a more controlled reporting environment, including inventorying, oversight, and control.

• Explore and recommend opportunities to leverage existing reporting systems and tools for improved functionality and results.

• Identify and implement opportunities to automate and streamline existing reporting suite.

• Other projects and duties as assigned.


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

Required Experience

Three years contact center scheduling and workforce management experience, particularly with contact center workforce management software (Aspect, NICE, Verint, etc.). At least three years' experience with contact center or customer service operations reporting, projects and initiatives. Proficient in Microsoft Office suite, advanced Microsoft Excel (VLOOKUP, pivot tables, nested statements). Demonstrated to think strategically and drive project progression. Understand data modeling and QA and UAT.

Preferred Experience

Understanding of RDMS (Relational Database Management Systems) such as: SQL, MSSQL; experience in planning and leadership to move data into Business Intelligence tools (Tableau, Business Objects); basic understanding of SSRS; data modeling and profiling; UAT.


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: 05/04/2022

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