Business Reporting Analyst - CCaaS (Contact Center as a Service)

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Day - 08 Hour (United States of America)

Stanford Health Care is seeking a seasoned Business Reporting Analyst - CCaaS to join our Enterprise Contact Center team.

The Reporting Analyst for Contact Center Platforms is responsible for designing, developing, and maintaining reporting solutions that provide actionable insights into contact center performance. This role supports operational leaders, workforce management, and business stakeholders by translating raw data into meaningful metrics, dashboards, and reports.

The ideal candidate has strong analytical skills, proficiency with contact center technologies, and the ability to analyze data across multiple sources and present it in a clear, impactful way.

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).

Systems & Platforms :

Work with data from contact center platforms such as Genesys, NICE inContact, Avaya, Five9, Amazon Connect, CISCO or similar.

Integrate data from multiple sources (WFM tools, CRM, IVR, QA platforms) to create comprehensive reports.

This is a Stanford Health Care job.

A Brief Overview

The Business Reporting Analyst is a senior position responsible for identifying data needs and metrics and ensuring the integrity of all data used to support departmental reporting needs. The Business Reporting Analyst will work conjunctly with business operations leaders, project managers, and IT to develop metric reports and dashboards. This position requires the ability to extract, collect and maintain the data used to communicate performance within the organization and take a leadership role to manage the customer's business needs and translate them to analytic approaches, specifications, reports, and result analyses.

Locations

Stanford Health Care

What you will do

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.

Education Qualifications

• BA / BS degree required or equivalent analytical experience and training
• MS degree preferred

Experience Qualifications

Required Knowledge, Skills and Abilities

Strong ability to build and query off of relational databases

Strong quantitative and analytic skills

Project management experience a plus

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

These principles apply to ALL employees :

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective :

Know Me : Anticipate my needs and status to deliver effective care

Show Me the Way : Guide and prompt my actions to arrive at better outcomes and better health

Coordinate for Me : Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and / or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale : Generally starting at $55.85 - $74.00 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

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