Sr/Call Center Operations Analyst
Biogen Idec - Research Triangle Park, NC

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Be a part of a dynamic, fast-paced environment solving critical issues facing the business. In this position, you will be responsible for Patient Services (PS) reporting and data analysis as required to support our call center operations and patient strategic initiative programs. This involves the design, development and implementation of new reports and metrics as well as the evaluation and validation of existing measures. This is a critical role within Biogen Idec’s US Commercial Division that will have a positive impact on the lives of people who live with Multiple Sclerosis.
Key responsibilities include:
• Develop and design reports in conjunction with internal teams and partners using Business Objects and other tools
• Support existing reports and perform necessary modifications or troubleshooting
• Identify limitations or issues in the reporting infrastructure and manage the process to have them rectified
• Design, develop and implement new reporting metrics and modify existing metrics in collaboration with business partners
• Balance needs of senior management and internal teams through prioritization process
Other duties will include, but are not limited to, the following:
• Perform business analysis on all aspects of PS including individual, program, and general department performance and present data to colleagues as well as senior management teams
• Monitor, track, and analyze trends and perform ad-hoc analysis to identify strategic business opportunities and improve efficiency and performance
• Communicate PS data to and interact with other Biogen Idec departments and service partners (e.g. Marketing, Sales, Managed Markets, IT)
• Assist in any platform upgrades / testing and act as the liaison between PS and IT for reporting issues
• Drive annual goal setting process and periodic contests for supported functions
• Craft and evaluate business performance metrics
US-NC-Research Triangle Park
Job Category
Commercial Operations
Requisition Number
The ideal candidate will have 5-7 years of demonstrated analytical and organizational skills, in depth business knowledge, effective written and verbal communication skills, a high level of interpersonal savvy, and a strong work ethic. In addition, the candidate should have the following technical / software skills:
• Expert knowledge of SQL (DML), Business Objects reporting tools (Desktop and Web) and relational databases (required)
• Proficient knowledge of Excel and PowerPoint (strongly preferred)
• Experience with and Siebel (preferred)
BS/BA Preferred

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Biogen (NASDAQ: BIIB) is a global leader in the discovery, development and delivery of innovative therapies to improve the lives of...