Contact Center Reporting Analyst

Essentia Health • Duluth, MN

1d • Remote

About The Position

The Contact Center Reporting Analyst provides reporting, analysis, and actionable insights to support contact center operations, service quality, staffing, and business performance. This role uses NICE CXone tools, including Performance Management, Interaction Analytics (AI), Quality Management, and ACD reporting, to develop dashboards, reports, scorecards, and trend analysis for leadership and operational teams. The analyst partners closely with contact center support analysts and contact center leadership to identify reporting needs, monitor key performance indicators, evaluate call quality, and support operational improvement. Responsibilities include data extraction, validation, analysis, report development, call quality review, and presentation of findings in clear and meaningful formats. This role requires strong knowledge of contact center reporting, quality assurance, and performance metrics, along with an understanding of ambulatory healthcare processes and clinic office workflows. The ideal candidate can translate complex data into practical recommendations that support customer service standards and informed decision-making.

Requirements

• 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

Nice To Haves

• Cloud Contact Center Reporting certification

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

Benefits

• medical, dental, vision, life, and disability insurance
• supplemental options
• 401(k) plan with employer contributions
• training, tuition reimbursement, and educational programs
• flexible scheduling
• generous time off
• wellness resources focused on your physical, mental, and emotional health

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level