Contact Center Reporting Analyst

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, 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.

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.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k) plan with employer contributions.
• Training, tuition reimbursement, and educational programs for professional development.
• Flexible scheduling and generous time off.
• Wellness resources focused on physical, mental, and emotional health.