Stanford Health Care Tri-Valley ยท 5 months ago
Business Reporting Analyst - CCaaS (Contact Center as a Service)
7600 Gateway Blvd - NEWARK
Full-time
Onsite
Mid, Senior Level
$55.85/hr - $74/hr
3+ years expStanford Health Care Tri-Valley is seeking a seasoned Business Reporting Analyst - CCaaS to join their Enterprise Contact Center team. The role involves designing, developing, and maintaining reporting solutions that provide insights into contact center performance, supporting various stakeholders by translating raw data into meaningful metrics and reports.
Health CareHospitalNon Profit
Responsibilities
Effectively translate end user reporting requirements into design documents; conduct report testing and validation
Responsible for data analysis across multiple systems; and defining data relationships and requirements for data repository
Develop new metrics to assess operational performance. Create, maintain, optimize and support new and existing reports
Develop databases and reports based on standard operating processes
Extract and Integrate enterprise data from various information sources
Extract and maintain the quality and integrity of data stored database and other office tools that may apply
Conducts analysis and identify trends in order to support reporting requirements
Identify opportunities for improvement in databases, data sets, and reports utilized by the department
Run and analyze reports per requests of organizational departments and/or leadership
May serve as a mentor to other Analysts
Qualification
Required
BA/BS degree required or equivalent analytical experience and training
Three to five years of experience in analysis and data management
Experience in data extraction, relational database, and other business intelligence tools
Strong ability to build and query off of relational databases
Strong quantitative and analytic skills
Strong technical skills including: MS Access, Excel, PowerPoint, Word
Ability to think creatively and work collaboratively to address problems
Ability to present solutions to multidisciplinary teams
Ability to write and present reports and presentations
Well developed written and verbal communication skills
Knowledge and experience with relational databases and SQL query functionality
Ability to read data models and to understand database table relations
Expertise at communicating information to different levels of management
Preferred
Experience with Genesys Cloud CX, NICE inContact, Avaya CMS, Amazon Connect, or similar
Knowledge of call routing, IVR reporting, and contact center operational metrics
Familiarity with scripting or automation tools (Python, R, VBA)
Prior healthcare or contact center experience a plus
Project management experience a plus
Company
Stanford Health Care Tri-Valley
STANFORD HEALTH CARE TRI-VALLEY Stanford Health Care Tri-Valley (formerly ValleyCare) provides high-quality care rooted in science and compassion to support the health and well-being of its community in the East Bay and beyond.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Reena Jadhav
Board Member, Chair Comp & Workforce
Company data provided by crunchbase