Business Reporting Analyst - CCaaS (Contact Center as a Service)

Stanford Health Care • Newark, NJ

110d • $54 - $71

About The Position

Stanford Health Care is seeking a seasoned Business Reporting Analyst - CCaaS to join our Enterprise Contact Center team. The Reporting Analyst for Contact Center Platforms is responsible for designing, developing, and maintaining reporting solutions that provide actionable insights into contact center performance. This role supports operational leaders, workforce management, and business stakeholders by translating raw data into meaningful metrics, dashboards, and reports. The ideal candidate has strong analytical skills, proficiency with contact center technologies, and the ability to analyze data across multiple sources and present it in a clear, impactful way.

Requirements

• BA/BS degree required or equivalent analytical experience and training
• Three to five years of experience in analysis and data management
• Experience in data extraction, relational database, and other business intelligence tools
• Strong ability to build and query off of relational databases
• Strong quantitative and analytic skills
• Strong technical skills including: MS Access, Excel, PowerPoint, Word
• Ability to think creatively and work collaboratively to address problems
• Ability to present solutions to multidisciplinary teams
• Ability to write and present reports and presentations
• Well developed written and verbal communication skills
• Knowledge and experience with relational databases and SQL query functionality
• Ability to read data models and to understand database table relations
• Expertise at communicating information to different levels of management

Nice To Haves

• MS degree preferred
• Prior healthcare or contact center experience a plus
• Project management experience a plus
• Familiarity with scripting or automation tools (Python, R, VBA)
• Knowledge of call routing, IVR reporting, and contact center operational metrics
• Experience with Genesys Cloud CX, NICE inContact, Avaya CMS, Amazon Connect, or similar

Responsibilities

• Effectively translate end user reporting requirements into design documents; conduct report testing and validation
• Responsible for data analysis across multiple systems; and defining data relationships and requirements for data repository
• Develop new metrics to assess operational performance. Create, maintain, optimize and support new and existing reports
• Develop databases and reports based on standard operating processes.
• Extract and Integrate enterprise data from various information sources
• Extract and maintain the quality and integrity of data stored database and other office tools that may apply.
• Conducts analysis and identify trends in order to support reporting requirements.
• Identify opportunities for improvement in databases, data sets, and reports utilized by the department
• Run and analyze reports per requests of organizational departments and/or leadership.
• May serve as a mentor to other Analysts.

Benefits

• Equal Opportunity Employer
• Commitment to providing an exceptional patient & family experience
• Diversity and inclusion policies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Hospitals
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees