Job Description

The Business Operations Analyst supports Licensing, Contracting, and the Operations Support Teams by monitoring performance metrics, identifying bottlenecks, and providing data-driven insights. This role conducts quality and compliance audits, evaluates regulatory impacts, and tracks trends such as agent fallout and renewal risks. The analyst ensures accuracy across systems like AgentSync and the CRM, delivering actionable intelligence that improves efficiency, reduces risk, and strengthens overall operational compliance. This position requires a hybrid schedule reporting to our Shelton, CT location 3 days a week.

Supervisory Responsibilities: None

Duties/Responsibilities:

• Collaborate with team members and stakeholders to support operational performance monitoring and reporting.
• Assist in tracking licensing and policy turnaround times, backlogs, expenses, and approval rates to ensure accuracy and timeliness.
• Help analyze workload capacity and contribute to forecasting for inbound and outbound volume.
• Perform root-cause analysis under guidance to identify operational bottlenecks and recommend basic improvements.
• Conduct accuracy checks and audits for Licensing, Contracting, Enrollment, and call lists; escalate discrepancies as needed.
• Support assessment of operational impacts from regulatory changes, including State DOI rules.
• Monitor agent fallout and drop-off trends; assist in identifying renewal lapses and high-risk expirations for proactive follow-up.
• Perform cost analysis for license renewals and maintain supporting documentation.
• Validate data accuracy across AgentSync, CRM systems, and related platforms; flag anomalies for review.
• Provide timely updates to team leads on reporting status, audit timelines, and identified issues.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Bachelor’s degree in Business, Finance, Economics, or a related field.
• Minimum 2 years of analyst experience
• Proficiency in building reports, tracking KPIs, and communicating operational performance metrics in a clear, actionable manner.
• Ability to analyze workload patterns and support forecasting for staffing and volume planning.
• Comfortable using operational systems such as AgentSync, CRM tools, Excel/Sheets, and BI/reporting platforms
• Ability to work effectively with Operations, Compliance, Finance, Technology, and Licensing teams to gather data, resolve issues, and support process improvements
• Strong ability to manage multiple priorities, maintain documentation, and oversee ongoing monitoring of performance metrics.
• Excellent written and verbal communication, able to translate data insights into actionable recommendations for leadership and cross-functional partners.

Preferred Skills/Abilities:

• Knowledge of Medicare Health Insurance industry, products, compliance, and operations

Physical Requirements:

• Must be able to remain in a stationary position (e.g., sitting or standing) for extended periods of time, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
• Frequent use of a computer, dual monitors, keyboard, mouse, and other standard office equipment such as a telephone, copier, and printer.
• Must be able to communicate effectively, including exchanging information in person, in writing, by telephone, email or video conferencing.
• Visual and auditory acuity required to perform job duties effectively, including reading, writing, and interpreting information on screens or in print.
• Hand dexterity, fine motor skills needed to operate a keyboard and mouse efficiently
• Reach with hands and arms occasionally

For Hybrid Roles:

• Must be able to commute to an office setting as required, which may include walking short distances and navigating an office environment.
• Occasionally moves about the office to access files, office machinery, and meet with others.

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