Data Analyst - Call / Contact Center

Company: Kforce
Location: Chandler
Posted on: September 21, 2023

Job Description:

Kforce's client is looking to add multiple Junior Data Analysts to their team. These positions are 100% onsite roles in Chandler, AZ. This is a contract to hire role with conversion to FTE status after three months on assignment. Summary: This team supports the call center for all wireless products as it relates to analytics for call routing. This includes tracking and analysis of any customer interaction via any channel that ends up making its way to an actual call center agent. Analysts will review and evaluate data on chats, emails, IVR, and calls to ensure each call is being routed to the correct department for resolution based on the issue. Responsibilities: Data Analysts will be monitoring call, chat, email, and social media routing and queues for multiple lines of business Working with a variety of departments across the entire organization to achieve optimal service levels Tracking contact center KPIs and produce reporting on an Ad Hoc, interval, daily, weekly, and/or monthly basis Monitoring all agents' skills and overall skill performance As a Data Analyst, you will be communicating with enterprise leadership on issues critical to operations Enforcing day-to-day business practices across enterprise teams Making recommendations on improvement of existing procedures and implementing new procedures Bachelor's degree and two years of workforce management experience; Or five-plus years of related experience and training; Or equivalent combination of education and experience Requires a high level of computer expertise, including Office productivity suite (MS Office, Google Workspace) SQL knowledge is required; Python knowledge is preferred Ability to read and interpret documents such as safety rules, operating and maintenance instructions, standard operating procedures, and procedure manuals Must possess good oral and written communication skills with all levels of personnel and be able to multitask in a fast-paced environment Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations & ability to write routine reports and correspondence Ability to work flexible hours including nights and weekends The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future. We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave. Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Keywords: Kforce, Chandler , Data Analyst - Call / Contact Center, Professions , Chandler, Arizona