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Ivy Rehab

Contact Center Operations Specialist

Ivy Health Contact Center Operations Specialist State of Location: Pennsylvania Ivy Health is a ... analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a ...

Thrivent Financial

... operations. Deep understanding of contact center technologies, including CRM systems, ACD, IVR, WFM, and omnichannel platforms. Strong analytical skills with the ability to interpret data, identify ...

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Contact Centre Operations Analyst information

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How much do contact centre operations analyst jobs pay per hour?

As of Sep 13, 2026, the average hourly pay for contact centre operations analyst in the United States is $33.75, according to ZipRecruiter salary data. Most workers in this role earn between $24.04 and $40.38 per hour, depending on experience, location, and employer.

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For Contact Centre Operations Analyst jobs, the most frequently searched job titles are:

Contact Center Reporting Analyst - Nice CXone

Duluth, MN • On-site, Remote

Essentia Health
Health Care and Social Assistance • 10K+ employees
Learn more about Essentia Healthexternal

$70K - $105K/yr

Full-time

Medical, Dental, Vision, Life, Retirement

Re-posted 16 days ago

Essentia Health rating

7.1

Company rating: 7.1 out of 10

Based on 213 frontline employees who took The Breakroom Quiz

Job description

Building Location:
Business Service Center
Department:
1006860 SCHEDULING - EH SS
Job 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.
Education Qualifications:
Key Responsibilities:
  • Uses existing reporting expertise to address advanced reporting needs for Nice CXone platform applications
  • Administers and configures the Patient Notify Portal to meeting clinical operational needs to inform patients of their appointments or inclement weather or clinical closures or partial closures events
  • Provides information, reports and dashboards that meet business requirements within given timeframe
  • Collaborates with Contact Center leadership on reporting and dashboards to drive meaningful performance data insights
  • Uses analytical tools and statistical techniques to analyze and formulate insights to drive improvements for contact center leadership
  • Uses KPI data to compile and track performance at both the team and individual levels
  • Makes appropriate recommendations and updates to reports in the Nice CXone platform applications
  • Supports contact center analyst peers as back up coverage

Education Requirements:
  • Bachelor's degree in business, computer science, information systems, or equivalent field of study

Required Qualifications:
  • 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

Preferred Qualifications:
  • Cloud Contact Center Reporting certification

Licensure/Certification Qualifications:
FTE:
1
Possible Remote/Hybrid Option:
Remote
Shift Rotation:
Day Rotation (United States of America)
Shift Start Time:
8am
Shift End Time:
5pm
Weekends:
NO
Holidays:
No
Call Obligation:
No
Union:
Union Posting Deadline:
Compensation Range:
$70,595.20 - $105,892.80
Employee Benefits at Essentia Health:At Essentia Health, we're committed to supporting your well-being, growth, and work-life balance. Our comprehensive benefits include medical, dental, vision, life, and disability insurance, along with supplemental options to fit your needs. We offer a 401(k) plan with employer contributions to help you plan for the future, and we invest in your professional development through training, tuition reimbursement, and educational programs. To help you thrive both at work and at home, we provide flexible scheduling, generous time off, and wellness resources focused on your physical, mental, and emotional health. Please note that benefit eligibility may vary. For full details, refer to your benefit summary or contact our HR Service Center at (218) 576-0000.

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About Essentia Health

Sourced by ZipRecruiter

Headquartered in Duluth, Minnesota, Essentia Health combines the strengths and talents of 13,500 employees, including 3,500 registered nurses & licensed practical nurses, who serve our patients and communities through the mission of being called to make a healthy difference in people's lives. Essentia Health, which includes many Catholic facilities, is guided by the values of Quality, Hospitality, Respect, Joy, Justice, Stewardship and Teamwork. The organization lives out its mission by having a patient-centered focus at 14 hospitals, 70 clinics, six long-term care facilities, three assisted living facilities, three independent living facilities, five ambulance services and one research institute.

Industry

Health care and social assistance

Company size

10,000+ Employees

Headquarters location

Duluth, MN, US

Year founded

2004

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