• Configure internal queues in the CRM for distributing tickets to agents. • Analyze and optimize prioritization logic, SLA paths, and fallback routing. • Support special scenarios: escalations, VIP cases, language queues, shift-based routing. • Perform regular audits of rule correctness and their impact on SLA and workload. • Monitor key metrics: SLA, AHT, backlog, occupancy, shrinkage. • Detect anomalies in data and investigate root causes of deviations. • Analyze the impact of queue and process changes on service metrics. • Prepare regular performance analytics and reports for management. • Calculate required agent headcount based on forecasts and SLA. • Model "what-if" scenarios: marketing activities, SLA changes, new processes or products. • Evaluate schedule effectiveness and recommend optimal resource allocation. • Build time series forecasts for incoming tickets, chats, and calls. • Identify seasonal patterns, spikes, and holiday effects. • Prepare short-term and long-term forecasts (interval, weekly, monthly horizons). • Update forecasts considering product changes, marketing activity, and process updates. • Write SQL queries to retrieve data from the analytics database. • Collect data from multiple sources (CRM, BI systems, queue logs). • Prepare and clean datasets for forecasting models.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Engagement Lead is responsible for leading and guiding a team through the assessment or implementation of an analytics transformation and roadmap for a particular healthcare organization. They will work under the strategic direction of a VP of Analytics, Chief Data Officer or other executive leader and will partner with the transformation team and client stakeholders to develop and implement the analytics transformational plan to satisfy key organizational and program objectives. - Convey key expectations, deliverables, timelines and responsibilities to client and IA team members in conjunction with the agreed upon statement of work (SOW). - Ensure SOW adherence to budget, schedule, and scope throughout the engagement. - Lead the day-to-day execution of a client project while guiding and developing individual team members. - Ensure resource and capacity planning, project plan development, implementation, communication/change management, issue resolution, risk identification tracking and mitigation, and budget management are accounted for as part of the engagement. - Prepare or delegate preparation for all documentation necessary for project plan delivery to key stakeholders, ensuring quality and timeliness of work performed and the communication of final products through established communication platforms, such as Microsoft Project, SharePoint, Service Now and other related tools. - Collaborate with client executives and key stakeholders to ensure all SOW deliverables are satisfied. - Conduct and lead working sessions with clients to gather, understand, and analyze business requirements. - Maintain overall program change strategy and accountability. - Plan and execute on data governance and data quality initiatives in collaboration with technical and operational subject matter experts. - Develop and track clear key performance metrics (KPIs) to ensure program success. Qualifications - Experience working in Analytics Assessment or Transformation leadership roles. - Consulting leadership experience required – minimum of 2 years as a manager or recently promoted to senior manager. - Previous experience facilitating teams or leading analytics programs. - Identifies various stakeholder groups impacted by specific Analytics solutions and defines requirements to ensure successful implementation. - Works with transformation team to codify and document key elements of Analytics solutions. - Executive team-level communication skills and presence. - Process Improvement experience preferred. - Experience in healthcare quality and regulatory programs strongly preferred. - Designs and develops comprehensive change management programs related to the analytics initiative. - Sales / business development aspects. - Developing client with new / existing service. Requirements - Requires a BA / BS degree in a related field. - PMP or similar program management certification required. - Experience managing mid to large-scale change/project initiatives including knowledge of planning models and methodology, project management and change management experience. - Master’s degree preferred. Benefits - The compensation for this role includes a salary range of $140,000 – $170,000. - This role may also be eligible for an annual performance bonus. - Additional benefits and perks may also be available, depending on the position and employment terms. Company Description At Impact Advisors, we cultivate a caring, fun, honest, and autonomous work environment. Our success stems from our associates' dedication and a shared mission to create a “Positive Impact.” We embrace diversity and inclusion, fostering an environment where all employees feel valued and empowered. Join Impact Advisors and make a real difference in healthcare.

• Find and resolve data quality problems • Ad-hoc data pulls for export to internal and external partners • Perform data discovery on new sources data being brought into data lake • Design and create new views and tables in BigQuery • Create data dictionaries and other documentation • Monitor nightly batch jobs which load analytic tables • Additional duties as assigned by your supervisor

• Own and continuously improve data governance, data audits, and data quality assurance across Rippleworks systems • Identify and design solutions for organizational data needs • Develop dashboards, analyses, and insights for leadership and functional teams on Salesforce, google suite, etc. to support cross-functional decision-making. • Lead data migration efforts and maintain data integrity across Salesforce and integrated tools • Support different teams with data collection, analysis, and qualitative synthesis (e.g., interviews, focus groups) as needed • Respond to emerging analytical needs across the organization • Lead coordination and implementation of Rippleworks’ impact framework across teams • Review analytical outputs for rigor, consistency, and quality • Lead internal and external research projects; own the creation and dissemination of outputs • Build data literacy and analytical capability by coaching and training teammates on data use and interpretation