What are the responsibilities and job description for the Fiber Customer Service Analyst position at Knoxville Chamber (Knoxville, Tennessee)?
Classification: Business Analyst
Work Hours: 40 hours / week: M – F
About KUB: KUB is one of the largest public utilities in the country providing safe, reliable, and affordable electric, gas, water, wastewater, and fiber services to more than 486,000 customers in Knoxville and parts of seven surrounding counties. We are looking for employees who want to be a part of a mission-driven organization with strong values that support a skilled, diverse, and inclusive workforce.
About the Role: Collects, analyzes, and prepares information related to call center operations to facilitate business process and customer experience efficiencies and enhancements. Produces, designs and analyzes call forecasting, call performance and other pertinent reports for the leadership team to ensure adherence to established standards. Develops database queries. Responsible for operations and maintenance of call management system (CMS) / automatic call distributor (ACD) and forecasting and scheduling software and tools. Assists with troubleshooting CMS, Interactive Voice Response (IVR) and phone system issues as well as identifies areas requiring improvement and recommends solutions. Provides operational input on workforce schedules and training initiatives. Processes department payroll using HRIS for input, as well as reporting. Contributes regularly on cross-functional teams related to customer service programs, processes and software implementations/upgrades. Works cooperatively and communicates with a variety of groups or individuals, including management, to analyze and resolve problems. Leads or assists in research to support programs and projects. Demonstrates flexibility and accepts additional duties as needed and assigned.
Qualifications
Physical Requirements:
Sedentary Work – Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.
Minimum Requirements
Bachelor's degree in Business, Statistics, Management, or other related field from an accredited college or university
Assists in facilitating programs or processes in one or more functional areas
Strong written and oral communication, interpersonal and team skills
Ability 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
Have and maintain a 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
Coordinates and communicates with internal and external stakeholders in a professional manner
Demonstrated experience/ability to effectively lead teams and projects
Perform basic reporting, querying, and data updates as applicable
Selection Process
About The Selection Process
Phase 1 – Apply online at www.kub.org
Phase 2 – Experience, training, and education evaluation
Phase 3 – Interview with department representatives
Phase 4 – Written, performance, and behavioral exercises
Phase 5 – Background Investigation
Phase 6 – Physical assessment and/or drug screen*
Knoxville Utilities Board is an Equal Opportunity Employer
Work Hours: 40 hours / week: M – F
About KUB: KUB is one of the largest public utilities in the country providing safe, reliable, and affordable electric, gas, water, wastewater, and fiber services to more than 486,000 customers in Knoxville and parts of seven surrounding counties. We are looking for employees who want to be a part of a mission-driven organization with strong values that support a skilled, diverse, and inclusive workforce.
About the Role: Collects, analyzes, and prepares information related to call center operations to facilitate business process and customer experience efficiencies and enhancements. Produces, designs and analyzes call forecasting, call performance and other pertinent reports for the leadership team to ensure adherence to established standards. Develops database queries. Responsible for operations and maintenance of call management system (CMS) / automatic call distributor (ACD) and forecasting and scheduling software and tools. Assists with troubleshooting CMS, Interactive Voice Response (IVR) and phone system issues as well as identifies areas requiring improvement and recommends solutions. Provides operational input on workforce schedules and training initiatives. Processes department payroll using HRIS for input, as well as reporting. Contributes regularly on cross-functional teams related to customer service programs, processes and software implementations/upgrades. Works cooperatively and communicates with a variety of groups or individuals, including management, to analyze and resolve problems. Leads or assists in research to support programs and projects. Demonstrates flexibility and accepts additional duties as needed and assigned.
Qualifications
Physical Requirements:
Sedentary Work – Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.
Minimum Requirements
Bachelor's degree in Business, Statistics, Management, or other related field from an accredited college or university
Assists in facilitating programs or processes in one or more functional areas
Strong written and oral communication, interpersonal and team skills
Ability 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
Have and maintain a 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
Coordinates and communicates with internal and external stakeholders in a professional manner
Demonstrated experience/ability to effectively lead teams and projects
Perform basic reporting, querying, and data updates as applicable
Selection Process
About The Selection Process
Phase 1 – Apply online at www.kub.org
Phase 2 – Experience, training, and education evaluation
Phase 3 – Interview with department representatives
Phase 4 – Written, performance, and behavioral exercises
Phase 5 – Background Investigation
Phase 6 – Physical assessment and/or drug screen*
- KUB is part of the Tennessee Drug Free Workplace Program
Knoxville Utilities Board is an Equal Opportunity Employer
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