Remote: Contact Center Reporting & Analytics Analyst

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

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.