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

Stanford Health Care•Newark, CA

89d•$56 - $74•Onsite

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. The Business Reporting Analyst is a senior position responsible for identifying data needs and metrics and ensuring the integrity of all data used to support departmental reporting needs. The Business Reporting Analyst will work conjunctly with business operations leaders, project managers, and IT to develop metric reports and dashboards. This position requires the ability to extract, collect and maintain the data used to communicate performance within the organization and take a leadership role to manage the customer's business needs and translate them to analytic approaches, specifications, reports, and result analyses.

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

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

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.