Remote Contact Center Analytics & Reporting Analyst

Paradox; Duluth (MN); Remote; USD 71,000 - 106,000; Full time

Benefits offered by this job

Benefits package

Job summary

Essentia Health is seeking a Contact Center Reporting Analyst to develop dashboards, reports and trend analysis using NICE CXone tools. The role collaborates with center leadership to drive performance insights and support operations with data-driven recommendations.

The ideal candidate has senior-level reporting experience, strong Excel skills, and familiarity with ambulatory healthcare workflows. Remote option available within the United States.

Qualifications

• 3 years’ experience in a contact center environment
• 1 year reporting experience with Nice CXone or top tier contact center cloud solution
• Advanced Excel skills such as PivotTables, Conditional formatting, VLOOKUP, Data sorting and Data visualization

Responsibilities

• Uses existing reporting expertise to address advanced reporting needs for Nice CXone platform applications
• Administers 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 events
• Provides information, reports and dashboards that meet business requirements within given timeframe
• Collaborates with Contact Center leadership on reporting and dashboards to drive meaningful performance data insights
• Uses analytical tools and statistical techniques to analyze and formulate insights to drive improvements for contact center leadership
• Uses KPI data to compile and track performance at both the team and individual levels
• Makes appropriate recommendations and updates to reports in the Nice CXone platform applications
• Supports contact center analyst peers as back up coverage

Job description

Essentia Health is seeking a Contact Center Reporting Analyst to develop dashboards, reports and trend analysis using NICE CXone tools. The role collaborates with center leadership to drive performance insights and support operations with data-driven recommendations.

The ideal candidate has senior-level reporting experience, strong Excel skills, and familiarity with ambulatory healthcare workflows. Remote option available within the United States.