Customer Experience Systems Analyst

About the role

Are you passionate about using data and technology to improve the customer experience? As a Customer Experience Systems Analyst, you'll play a key role in supporting the day-to-day operations of KUB's Customer Service team by transforming data into actionable insights, optimizing workforce management, and supporting the technology that powers our contact center.

Responsibilities

• Analyze call center performance
• Develop forecasts and reports
• Maintain critical customer service systems, including the CMS, ACD, IVR, phone system, and workforce management tools
• Collaborate with leadership and cross-functional teams to identify opportunities for process improvements, support system enhancements, and implement solutions that drive operational efficiency and deliver an exceptional customer experience

Physical Requirements

• This position is primarily sedentary and performed in a typical office environment.
• Duties involve sitting most of the time with occasional walking or standing.
• The role may require occasional lifting, carrying, pushing, or pulling of items up to 10 pounds.
• Bending, stooping, or reaching may occasionally be required.
• Physical demands may vary by position and may occasionally exceed those described above.

Minimum Requirements

• Bachelor's degree in data analytics, business, information systems, or another related field from an accredited four-year college or university
• One (1) to three (3) years of demonstrated experience in related field
• Strong written and oral communication, interpersonal and team skills
• Able to work independently on projects and manage multiple tasks in a timely manner
• Proficient with a variety of computer software programs such as Microsoft Office 365, Adobe, and other applications
• Valid driver's license

Preferred Requirements

• One (1) to three (3) years of experience and intermediate proficiency with Microsoft products
• One (1) to three (3) years of experience with call center analytics
• One (1) to three (3) years of experience with Power BI or other data visualization tools
• Demonstrated experience/ability to effectively lead teams and projects
• Perform basic reporting, querying, and data updates as applicable