Seasonal Associate Reporting Analyst

2 weeks ago

Oklahoma City, Oklahoma, United States TTEC Full time

Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Seasonal Associate Reporting Analyst working remotely in the US, you'll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work certification in the United States says it all

What You'll be Doing

Join our team as a Systems and ID Support Specialist, serving as the primary contact between vendors and UnitedHealth Group (UHS) at the site level. Your role will involve administering multi-factor authentication, providing system support, and ensuring readiness for UHS operations. Key responsibilities include coordinating ID issuance, troubleshooting assistance for Agents/Representatives, and managing system issue resolution. You will also oversee access requests, maintain sales hierarchy integrity, and support ad-hoc reporting needs. If you thrive in a dynamic environment and excel at operational support, apply now to contribute to our team's success.

You'll report to Senior Operations Manager.

During a Typical Day, You'll

  • Act as the site-level systems and ID contact between Vendor and Client.
  • Provide system and ID support and readiness.
  • Administer multi-factor authentication to the Client network.
  • Provide troubleshooting assistance to Agents/Representatives.
  • Coordinate Agent/Representative ID tracking and issuance.
  • Communicate new, termed, and changes in Agent/Representative status to the Client in the TRIO system.
  • Manage system issue tracking, escalation, and resolution support.
  • Coordinate all access, change, and term requests for those working on the Client project.
  • Review any changes or terminations that will be submitted to TRIO if the Vendor has a centralized staff administration or ID function.
  • Validate sales hierarchy regularly, reconciling in systems and escalating when necessary.
  • Notify Agents/Representatives and appropriate trainers of all system access identifications and logins as they become available.
  • Ensure class identification numbers submitted to Client Agent Lifecycle Management are consistently tracked and communicated to the site Training Coordinator.
  • Provide Ad-Hoc reporting support for the site and leadership from Client-provided self-service sources (SMRT Agent On-Boarding, SMRT Calls, etc.).Other operations analyst support and reporting activities are needed as requested by the site Operations Manager.

What You Bring to the Role

  • IT service and support management.
  • Contact Center process and support knowledge.
  • High degree of customer service skills.
  • High degree of communication and project management skills.
  • Sense of urgency and ability to influence and negotiate.
  • Ability to quickly analyze issues and determine a root cause.
  • Ability to manage multiple issues and prioritize appropriately.

What You Can Expect

  • Supportive of your career and professional development
  • An inclusive culture and community-minded organization where giving back is encouraged
  • A global team of curious lifelong learners guided by our company values
  • And yes... a great compensation package and performance bonus opportunities, benefits you'd expect, and maybe a few that would pleasantly surprise you (like tuition reimbursement)

The anticipated range is $40k. Actual compensation offers to a candidate may vary based on geographic location, work experience, education and/or skill levels.

About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, and profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI-Remote

TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Title: Seasonal Associate Reporting Analyst

Location: CO-Englewood

Requisition ID: 03WXY


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