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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Reporting Analyst - Contact Center Operations - **Company:** Harbor, Inc. - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Contract - **Skills:** Microsoft Excel, Artificial Intelligence, Data Analysis, Interactive Voice Response, Big Data, Customer Interaction Management (Software), Extract Transform Load (ETL), Data Retrieval, Data Visualization, Data Warehousing, Knowledge Management, Pivot Tables, Power BI, Salesforce.Com, SQL Databases, Tableau (Software), Technical Data Management Systems, Cloud Platform System, Genesys, Snowflake, Advanced Reports, Powerquery, Data Analytics, Performance Monitor, Zendesk, Data Pipelines, Servicenow - **Published:** July 31, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1b872fd8294846c4 ## About the Role * 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. Preferred Certifications / Key Competencies * 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. ## Description 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., 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. Escalation & Root-Cause Analytics * 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. Modernization, Automation & Self-Service Insights * 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. Ad-Hoc & Customized Reporting * 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. ## Related Videos - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Alibaba Big Data and Machine Learning Technology](https://www.wearedevelopers.com/videos/37-alibaba-big-data-and-machine-learning-technology) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Making Data Warehouses Fast: A Developer’s Story](https://www.wearedevelopers.com/magazine/107-making-data-warehouses-fast-a-developer-s-story) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023)