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Data Analyst

2 months ago

West Valley City, United States Kforce Inc. Full time

RESPONSIBILITIES:

Kforce's client in West Valley City, UT is seeking a Data Analyst. This company is moving from a Data Bricks/Tableau system to a Snowflake/Sigma system and needs a Data Analyst to help them in the process.Summary:This client is a medium-sized organization and they rely on a call center for their customer service. The CRM used is Salesforce, and the call center software is InContact. They have many reports currently created in Tableau that help them analyze specific call center-related KPIs. They are in need of someone to come in offer advice on moving to Snowflake and Sigma. They also need someone to recreate all the Tableau reports in Sigma.Here are some other things you may be tasked to do based on your own experience:
  • Automate Scorecards and Dashboards
  • Mine data and analyze call center performance KPIs to expose trends and opportunities
  • Present findings and recommendations to senior management for improving efficiency and service quality
  • Modernize Call Center by Leveraging Data and Enablers
  • Manage WFM software and tools to ensure efficiency and effectiveness
  • Partner with HR to automate payroll tracking with WFM data
  • Support Compliance & QA Roadmap using Speech & Desktop Analytic tools
  • Leverage emerging technologies such as AI to create scalability for the business
  • Backup dialer manager and support manual communications until automated
  • Proactively identify process improvements and implement strategies to enhance contact center efficiency and effectiveness


REQUIREMENTS:

  • 10 years of experience managing contact center workforces
  • Experience using Salesforce, Tableau, Snowflake, Sigma and other data management tools
  • In-depth knowledge of forecasting and planning
  • Analytical mind with the ability to see trends and find root cause issues
  • Ability to convert large amounts of data into useful information
Other preferred experience:
  • Experience working with a contact center
  • Experience using the Nice inContact Suite of tools
  • Experience working with Salesforce


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.



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