Contact Center Reporting Analyst - Nice CXone

Responsibilities

• Uses existing reporting expertise to address advanced reporting needs for Nice CXone platform applications
• Administers and configures the Patient Notify Portal to meet 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
• Makes appropriate recommendations and updates to reports in the Nice CXone platform applications
• Supports contact center analyst peers as backup coverage

Qualifications

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

Benefits

Employee Benefits at Essentia Health: At Essentia Health, we’re committed to supporting your well-being, growth, and work-life balance. Our comprehensive benefits include medical, dental, vision, life, and disability insurance, along with supplemental options to fit your needs. We offer a 401(k) plan with employer contributions to help you plan for the future, and we invest in your professional development through training, tuition reimbursement, and educational programs. To help you thrive both at work and at home, we provide flexible scheduling, generous time off, and wellness resources focused on your physical, mental, and emotional health.