What are the responsibilities and job description for the Reporting Analyst - Contact Center Operations position at Harbor Health?
Brief Description
POSITION OVERVIEW
Harbor Health is modernizing its contact center to deliver a world-class experience for our members and healthcare providers while driving operational efficiency. We are seeking an analytical, detail-oriented Reporting Analyst to turn raw interaction data into actionable operational insights. In this role, you will design, maintain, and automate reporting that tracks core contact center KPIs, escalation trends, knowledge base deficits, and self-service deflection metrics. Beyond standard operational reports, you will serve as a key insights partner to leadership, conducting ad-hoc analyses that identify systemic root causes and support strategic decision-making.
Position Duties & Responsibilities
Core Operational & Performance Reporting
At Harbor Health, we're transforming healthcare in Texas through collaboration and innovation. We're seeking passionate individuals to help us create a member-centered experience that connects comprehensive care with a modern payment model. If you're ready to make a meaningful impact in a dynamic environment where your contributions are valued, please bring your talents to our team!
EQUAL EMPLOYMENT OPPORTUNITY
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.
POSITION OVERVIEW
Harbor Health is modernizing its contact center to deliver a world-class experience for our members and healthcare providers while driving operational efficiency. We are seeking an analytical, detail-oriented Reporting Analyst to turn raw interaction data into actionable operational insights. In this role, you will design, maintain, and automate reporting that tracks core contact center KPIs, escalation trends, knowledge base deficits, and self-service deflection metrics. Beyond standard operational reports, you will serve as a key insights partner to leadership, conducting ad-hoc analyses that identify systemic root causes and support strategic decision-making.
Position Duties & Responsibilities
Core Operational & Performance Reporting
- Design, generate, and distribute daily, weekly, and monthly performance reports covering key contact center metrics (e.g., Volume, Average Handle Time [AHT], First Contact Resolution [FCR], Service Level/SLA, Abandonment Rate, and Turnaround Time [TAT]).
- Monitor and evaluate provider and member experience metrics (CSAT, NPS, Sentiment, and Resolution Rates).
- 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 (Interactive Voice Response [IVR], Member/Provider Portals, and AI/Conversational bots).
- Assist in defining reporting requirements for incoming contact center software, ticketing tools, and omnichannel platforms.
- 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.
- 3 years of experience in data analysis, reporting, or business intelligence within a contact center environment (healthcare/health plan contact center experience highly preferred).
- Business Intelligence & Data Visualization (Required): Advanced proficiency in Power BI (building dynamic dashboards, DAX formulas, Data Analysis Expressions, and automated data refreshes). Experience with Tableau or similar enterprise BI tools is a plus.
- Data Warehousing & SQL (Required): Hands-on experience querying large datasets in Snowflake (writing optimized SQL queries, joins, window functions, and views to extract contact center data).
- Advanced Microsoft Excel (Required): Expert-level Excel skills (Power Query, Pivot Tables, nested formulas, dynamic arrays, macro automation) to build interim templates, models, and ad-hoc analysis.
- Contact Center Technology Stack (Required): Experience extracting data from modern CCaaS/telephony systems (e.g., Five9, Genesys, NICE CXone), IVR platforms, and ticketing/CRM tools (e.g., Salesforce, ServiceNow, Zendesk).
- Reporting Automation & Integration: Familiarity with ETL processes, data pipeline concepts, and automating report delivery to minimize manual data prep.
- Analytical Mindset: Proven ability to look beyond the surface numbers, ask "why," and identify underlying operational issues.
- Communication: Strong capability to explain technical data trends clearly to non-technical operational leaders and stakeholders.
- 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.
- 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.
- Collaborative and dynamic work environment within an innovative, integrated payvider model.
- Professional development and growth opportunities.
At Harbor Health, we're transforming healthcare in Texas through collaboration and innovation. We're seeking passionate individuals to help us create a member-centered experience that connects comprehensive care with a modern payment model. If you're ready to make a meaningful impact in a dynamic environment where your contributions are valued, please bring your talents to our team!
EQUAL EMPLOYMENT OPPORTUNITY
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.