Note: The job is a remote job and is open to candidates in USA. Essentia Health is a healthcare organization seeking a Contact Center Reporting Analyst. This role involves providing reporting, analysis, and actionable insights to enhance contact center operations and service quality, utilizing NICE CXone tools to develop various performance reports and dashboards.

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

Skills

• 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
• Bachelor's degree in business, computer science, information systems, or equivalent field of study
• Cloud Contact Center Reporting certification

Benefits

• Medical, dental, vision, life, and disability insurance, along with supplemental options to fit your needs
• 401(k) plan with employer contributions to help you plan for the future
• Training, tuition reimbursement, and educational programs
• Flexible scheduling
• Generous time off
• Wellness resources focused on your physical, mental, and emotional health
• Benefit eligibility may vary

Company Overview

Company H1B Sponsorship