Manage a steady pipeline of ad hoc data requests from business leaders and operational stakeholders, delivering accurate and actionable insights under tight deadlines.
Serve as the subject matter expert for our contact center and IT Service Management platforms (e.g., NICE CXone, ServiceNow). Analyze data directly from these systems to monitor operational health.
Monitor and analyze key performance indicators (KPIs) for the contact center (e.g., Abandon Rate, Speed to Answer, Handle Time) as well as ServiceNow metrics (e.g., ticket volume, incident resolution times, SLAs, and backlog trends) to identify process improvement opportunities.
Design, build, and maintain interactive dashboards (using Tableau, Excel, or similar tools) to provide real-time visibility into contact center performance.
Partner with cross-functional teams to translate business objectives into scalable technical specifications, using data-driven insights and stakeholder feedback to prioritize analytics initiatives.
Act as a project manager for analytics tasks and lead team meetings to track progress, align on goals, and ensure smooth project execution.
Perform data validation for data accuracy and consistency. Troubleshoot and resolve reporting or data discrepancies as they arise.

3-5 years of experience in data analysis, reporting, or an analytics-focused role—preferably within a high-demand customer service or contact center environment.
Strong familiarity with contact center operations, metrics, and platforms (e.g., NICE CXone) as well as IT Service Management tools (e.g., ServiceNow).
Experience designing and developing visual analytics in Tableau or similar business intelligence tools.
Knowledge of SQL for data extraction and manipulation, enabling more advanced analysis and insights.
Advanced skills in Microsoft Excel.

Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
Support for you and your family: Family resources, EAP counseling sessions, access Headspace ® , backup child and elder care, maternity/paternity leave and more
Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

Senior Analyst, Customer Experience Reporting and Analytics

Key skills