Reporting Analyst - Contact Center Operations

Position Overview

Position Duties & Responsibilities

Desired Professional Skills & Experience

What We Offer

Company Overview

EQUAL EMPLOYMENT OPPORTUNITY

The Reporting Analyst position at Harbor Health is responsible for designing, generating, and distributing performance reports covering key contact center metrics such as Volume, Average Handle Time (AHT), First Contact Resolution (FCR), Service Level/SLA, Abandonment Rate, and Turnaround Time (TAT). This role also involves monitoring and evaluating provider and member experience metrics, maintaining historical data archives, tracking escalations, performing root-cause analyses, and measuring the adoption and efficacy of self-service technology.

• Design, generate, and distribute daily, weekly, and monthly performance reports covering key contact center metrics (e.g., Volume, AHT, FCR, SLA, Abandonment Rate, TAT).
• Maintain historical data archives and baseline trend metrics to support Workforce Management (WFM) and staffing models.
• Build and maintain structured reporting to track member and provider escalations, SLA compliance, and turnaround times.
• Perform deep-dive root-cause analyses on high-friction categories (e.g., claims/billing disputes, portal bugs, prior authorization delays) to identify operational bottlenecks.
• Track knowledge-gap trends to provide actionable feedback to training and knowledge management teams.
• Measure the adoption, containment, and deflection efficacy of self-service technology (IVR, Member/Provider Portals, and AI/Conversational bots).
• Automate manual reporting workflows using Excel, SQL, and BI tools to reduce reporting turnaround time.
• Respond flexibly to cross-functional requests from leadership, compliance, clinical operations, and IT for custom data extracts and deep-dive reports.
• Translate complex data sets into concise executive summaries, visual dashboards, and data-driven recommendations.
• Participate in special projects related to contact center cost-reduction initiatives, process optimizations, and workflow transitions.

Required skills include 3+ years of experience in data analysis, reporting, or business intelligence within a contact center environment, advanced proficiency in Power BI, hands-on experience querying large datasets in Snowflake, expert-level Excel skills, experience extracting data from modern CCaaS/telephony systems, familiarity with ETL processes, data pipeline concepts, and automating report delivery to minimize manual data prep, and an analytical mindset to look beyond the surface numbers and identify underlying operational issues.

Preferred certifications/key competencies include knowledge of healthcare processes (claims, prior authorizations, member enrollment, provider credentialing), experience with Knowledge-Centered Service (KCS) framework reporting, adaptability to work effectively during software transitions and platform modernization, and experience with Tableau or similar enterprise BI tools.

Competitive base salary and annual bonus eligibility, comprehensive medical, dental, and vision benefits, 401(k) with company match, generous PTO and paid holidays, the opportunity to shape reporting and insights infrastructure during a major contact center modernization effort, a collaborative and dynamic work environment within an innovative, integrated payvider model, and professional development and growth opportunities are offered.

Harbor Health is an Equal Opportunity Employer. We celebrate diversity and are committed to building an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.