Maintains and improves call center and claims operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.
Design and propose aspects of IT operations including networking, systems infrastructure, telecommunications and SaaS products; oversee the security, integrity, disaster recovery and business continuity plans and requirements.
Provide support to operations team by identifying and implementing best solutions, including identifying root causes; capture system, service, and security telemetry to present data in dashboards, reports, scorecards, etc.
Design and develop statistical and/or mathematical methodologies to sift through massive amounts of data; evaluate all stages of any data pipeline and storage to ensure fitness for use, and data quality.
Identify and develop leads and opportunities from multiple sources including prospect lists, discovery and individual research; build and cultivate prospect relationships by initiating communications and conducting follow-up qualification in order to move opportunities into the sales funnel.