Kforce CW Business Data Analyst in Tucson, Arizona

Kforce has a client in search of a CW Business Data Analyst in Tucson, AZ.Summary:Our Consumer Tax group is seeking a Customer Routing Experience Admin to manage routing and classification utilizing analytic insights. Your ultimate goal is to provide relevant information and insights, so we can provide our customers with 1st contact resolution. You will be focused on solving customer needs through data, ultimately helping us drive growth. We are looking for that rare individual who has the passion and experience to participate with us in changing the total customer experience and is energized by the challenges that a customer care organization generates.Responsibilities:

  • Manage, write and communicate changes to rules driven routing system

  • Monitor and develop test plans to evaluate the accuracy of the routing system rules

  • Documentation of business logic, requirements and process flows

  • Define and maintain historical archive of change requests, operational impacts and targeted outcomes

  • Cross team collaboration to define and analyze relevant KPIs, classification of customer questions and contact center channels

  • Create reporting utilities, management reports, spreadsheet models and ad-hoc queries to drive actionable insights

  • Partner with Operations and Analytics teams to evaluate the impact of routing changes to staffing models

  • 3 years of working in customer care/service domain with emphasis on call center routing or IVR systems

  • Demonstrated experience writing Boolean logic (if/then statements), regular expressions, advanced excel spreadsheets, SQL or other types of relational logic statements

  • Excellent attention to detail and results oriented with a track record demonstrating strong problem solving and analytical skills (analyze, model and interpret data)

  • Ability to quickly learn complex business processes and understand the underlying transactional systems

  • Strong oral, written and presentation skills; ability to collaborate with teams across the company and across levels of management

  • Familiarity with Tableau Software or Vertica reporting tools a plus

  • Working knowledge of software testing or audit practices a plus

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.Compensation Type:HoursMinimum Compensation:0.00Maximum Compensation:0.00