[Hiring] Contact Center Reporting Analyst @Essentia Health

Role Description

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
• 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.

Qualifications

• Bachelor’s degree in business, computer science, information systems, or equivalent field of study

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

Preferred Qualifications

• Cloud Contact Center Reporting certification

Benefits

• Medical, dental, vision, life, and disability insurance
• Supplemental options to fit your needs
• 401(k) plan with employer contributions
• Professional development through training, tuition reimbursement, and educational programs
• Flexible scheduling
• Generous time off
• Wellness resources focused on physical, mental, and emotional health

Please note that benefit eligibility may vary. For full details, refer to your benefit summary or contact our HR Service Center at (218) 576-0000.