Contact Center Reporting Analyst - Nice CXone

Essentia Health; Minnesota; Remote; USD 71,000 - 106,000; Full time

Job summary

Essentia Health’s Contact Center is seeking a Reporting Analyst to transform data into actionable insights. You will develop dashboards and reports using NICE CXone, monitor KPIs, and collaborate with center leadership to drive service quality and staffing decisions.

The role requires 3 years in a contact center environment and 1 year with Nice CXone, plus advanced Excel skills. Remote/hybrid option available with daytime shifts in the United States.

Qualifications

• Bachelor’s degree in business, computer science, information systems, or equivalent.
• 3 years’ experience in a contact center environment.
• 1 year reporting experience with Nice CXone or top tier cloud solution.
• Advanced Excel skills such as PivotTables, Conditional formatting, VLOOKUP, Data sorting and Data visualization.
• Cloud Contact Center Reporting certification (preferred).

Responsibilities

• Develop dashboards, reports, scorecards, and trend analyses in NICE CXone.
• Administer and configure the Patient Notify Portal to inform patients of appointments or weather/closures.
• Provide information, reports, and dashboards meeting business requirements within given timelines.
• Collaborate with Contact Center leadership on reporting to drive performance insights.
• Use analytics tools and techniques to analyze data and drive improvements for leadership.
• Support back-up coverage for contact center analyst peers.

Skills

Advanced Excel

Reporting & analytics

KPI tracking

Data visualization

Nice CXone

Education

Bachelor's degree in business, computer science, information systems

Tools

Nice CXone

Patient Notify Portal

Job description

Building Location:Business Service CenterDepartment:1006860 SCHEDULING - EH SSJob Description:The Contact Center Reporting Analyst provides reporting, analysis, and actionable insights to support contact center operations, service quality, staffing, and business performance. This role uses NICE CXone tools, including Performance Management, Interaction Analytics (AI), Quality Management, and ACD reporting, to develop dashboards, reports, scorecards, and trend analysis for leadership and operational teams.The analyst partners closely with contact center support analysts and contact center leadership to identify reporting needs, monitor key performance indicators, evaluate call quality, and support operational improvement. Responsibilities include data extraction, validation, analysis, report development, call quality review, and presentation of findings in clear and meaningful formats.This role requires strong knowledge of contact center reporting, quality assurance, and performance metrics, along with an understanding of ambulatory healthcare processes and clinic office workflows. The ideal candidate can translate complex data into practical recommendations that support customer service standards and informed decision-making.Education Qualifications:Key Responsibilities:Uses existing reporting expertise to address advanced reporting needs for Nice CXone platform applicationsAdministers and configures the Patient Notify Portal to meeting clinical operational needs to inform patients of their appointments or inclement weather or clinical closures or partial closures eventsProvides information, reports and dashboards that meet business requirements within given timeframeCollaborates with Contact Center leadership on reporting and dashboards to drive meaningful performance data insightsUses analytical tools and statistical techniques to analyze and formulate insights to drive improvements for contact center leadershipUses KPI data to compile and track performance at both the team and individual levelsMakes appropriate recommendations and updates to reports in the Nice CXone platform applicationsSupports contact center analyst peers as back up coverageEducation Requirements:Bachelor’s degree in business, computer science, information systems, or equivalent field of studyRequired Qualifications:3 years’ experience in a contact center environment1 year reporting experience with Nice CXone or top tier contact center cloud solutionAdvanced Excel skills such as PivotTables, Conditional formatting, VLOOKUP, Data sorting and Data visualizationPreferred Qualifications:Cloud Contact Center Reporting certificationLicensure/Certification Qualifications:FTE:1Possible Remote/Hybrid Option:RemoteShift Rotation:Day Rotation (United States of America)Shift Start Time:8amShift End Time:5pmWeekends:NOHolidays:NoCall Obligation:NoUnion:Union Posting Deadline:Compensation Range:$70,595.20 - $105,892.80Employee Benefits at Essentia Health: At Essentia Health, we’re committed to supporting your well-being, growth, and work-life balance. Our comprehensive benefits include medical, dental, vision, life, and disability insurance, along with supplemental options to fit your needs. We offer a 401(k) plan with employer contributions to help you plan for the future, and we invest in your professional development through training, tuition reimbursement, and educational programs. To help you thrive both at work and at home, we provide flexible scheduling, generous time off, and wellness resources focused on your physical, mental, and emotional health. Please note that benefit eligibility may vary. For full details, refer to your benefit summary or contact our HR Service Center at [phone].