Job Description
Job 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, 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.Education Qualifications:
Key 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
Education Requirements:
Bachelor’s degree in business, computer science, information systems, or equivalent field of study
Required Qualifications:
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