Reporting Analyst - Contact Center Operations

Harbor Health; Austin (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Bonus eligibility

Medical, dental, vision benefits

401(k) with company match

PTO & holidays

Professional development

Job summary

Harbor Health is modernizing its contact center in Texas, seeking a Reporting Analyst to turn raw interaction data into actionable insights. You will design, maintain, and automate reports tracking KPIs, escalation trends, and self-service deflection, while partnering with leadership for data-driven decisions.

The role emphasizes advanced BI, SQL in Snowflake, and proficiency with CCaaS/ticketing systems. You’ll contribute to modernization initiatives and cross-functional projects across the

Qualifications

• 3+ years in data analysis/reporting within contact center healthcare environments preferred.
• Strong BI and data visualization skills with Power BI (and Tableau a plus).
• Hands-on SQL in Snowflake for large datasets; proficient Excel with advanced features.
• Experience extracting data from CCaaS/telephony systems and ticketing/CRM tools.
• Knowledge of ETL processes and automated report delivery; able to simplify complex data.

Responsibilities

• Design, generate, and distribute daily, weekly, and monthly performance reports for key CC metrics.
• Monitor provider/member experience metrics and historical data for WFM and staffing models.
• Conduct root-cause analyses on high-friction categories and track knowledge gaps for training.
• Measure self-service adoption and assist in defining reporting for new software platforms.
• Handle ad-hoc cross-functional data extracts and executive summaries with dashboards.

Skills

Analytical mindset

Communication

Problem solving

Data interpretation

Executive storytelling

Tools

Power BI

Tableau

Snowflake

SQL

Excel (Advanced)

Five9

Genesys

NICE CXone

Salesforce

ServiceNow

Zendesk

ETL

Job description

POSITION OVERVIEW

Harbor Health is modernizing its contact center to deliver a world-class experience for our members and healthcare providers while driving operational efficiency. We are seeking an analytical, detail-oriented Reporting Analyst to turn raw interaction data into actionable operational insights. In this role, you will design, maintain, and automate reporting that tracks core contact center KPIs, escalation trends, knowledge base deficits, and self-service deflection metrics. Beyond standard operational reports, you will serve as a key insights partner to leadership, conducting ad‑hoc analyses that identify systemic root causes and support strategic decision-making.

Position Duties & Responsibilities

Core Operational & Performance Reporting

• Design, generate, and distribute daily, weekly, and monthly performance reports covering key contact center metrics (e.g., Volume, Average Handle Time [AHT], First Contact Resolution [FCR], Service Level/SLA, Abandonment Rate, and Turnaround Time [TAT]).
• Monitor and evaluate provider and member experience metrics (CSAT, NPS, Sentiment, and Resolution Rates).
• Maintain historical data archives and baseline trend metrics to support Workforce Management (WFM) and staffing models.

Escalation & Root-Cause Analytics

• Build and maintain structured reporting to track member and provider escalations, SLA compliance, and turnaround times.
• Perform deep‑dive root‑cause analyses on high‑friction categories (e.g., claims/billing disputes, portal bugs, prior authorization delays) to identify operational bottlenecks.
• Track knowledge‑gap trends to provide actionable feedback to training and knowledge management teams.

Modernization, Automation & Self‑Service Insights

• Measure the adoption, containment, and deflection efficacy of self‑service technology (Interactive Voice Response [IVR], Member/Provider Portals, and AI/Conversational bots).
• Assist in defining reporting requirements for incoming contact center software, ticketing tools, and omnichannel platforms.
• Automate manual reporting workflows using Excel, SQL, and BI tools to reduce reporting turnaround time.

Ad‑Hoc & Customized Reporting

• Respond flexibly to cross‑functional requests from leadership, compliance, clinical operations, and IT for custom data extracts and deep‑dive reports.
• Translate complex data sets into concise executive summaries, visual dashboards, and data‑driven recommendations.
• Participate in special projects related to contact center cost‑reduction initiatives, process optimizations, and workflow transitions.

Desired Professional Skills & Experience

• 3+ years of experience in data analysis, reporting, or business intelligence within a contact center environment (healthcare/health plan contact center experience highly preferred).
• Business Intelligence & Data Visualization (Required): Advanced proficiency in Power BI (building dynamic dashboards, DAX formulas, Data Analysis Expressions, and automated data refreshes). Experience with Tableau or similar enterprise BI tools is a plus.
• Data Warehousing & SQL (Required): Hands‑on experience querying large datasets in Snowflake (writing optimized SQL queries, joins, window functions, and views to extract contact center data).
• Advanced Microsoft Excel (Required): Expert‑level Excel skills (Power Query, Pivot Tables, nested formulas, dynamic arrays, macro automation) to build interim templates, models, and ad‑hoc analysis.
• Contact Center Technology Stack (Required): Experience extracting data from modern CCaaS/telephony systems (e.g., Five9, Genesys, NICE CXone), IVR platforms, and ticketing/CRM tools (e.g., Salesforce, ServiceNow, Zendesk).
• Reporting Automation & Integration: Familiarity with ETL processes, data pipeline concepts, and automating report delivery to minimize manual data prep.
• Analytical Mindset: Proven ability to look beyond the surface numbers, ask "why," and identify underlying operational issues.
• Communication: Strong capability to explain technical data trends clearly to non‑technical operational leaders and stakeholders.

Preferred Certifications / Key Competencies

• Knowledge of healthcare processes (claims, prior authorizations, member enrollment, provider credentialing).
• Experience with Knowledge‑Centered Service (KCS) framework reporting.
• Adaptability to work effectively during software transitions and platform modernization.

What We Offer

• Competitive base salary and annual bonus eligibility.
• Comprehensive medical, dental, and vision benefits.
• 401(k) with company match.
• Generous PTO and paid holidays.
• The opportunity to shape reporting and insights infrastructure during a major contact center modernization effort.
• Collaborative and dynamic work environment within an innovative, integrated payvider model.
• Professional development and growth opportunities.

Company Overview

At Harbor Health, we're transforming healthcare in Texas through collaboration and innovation. We're seeking passionate individuals to help us create a member‑centered experience that connects comprehensive care with a modern payment model. If you're ready to make a meaningful impact in a dynamic environment where your contributions are valued, please bring your talents to our team!

EQUAL EMPLOYMENT OPPORTUNITY

Harbor Health is an Equal Opportunity Employer. We celebrate diversity and are committed to building an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.