Business Insights Analyst

ResponsibilitiesKforce has a client in Plantation, FL that is seeking a Business Insights Analyst who will be supporting ad-hoc analysis of company operational insights with a focus on the processes and interactions from the Travel Services Department. This role is key in ensuring the client is delivering on the service expectations through performance metrics and key deliverables. Summary: The Business Insights Analyst will need to put on their thinking caps to go over data captured from a quality perspective while analyzing performance, feedback and overall contact experience via all channels (case, chat, phone, in person). This role will work together with many teams across the business, although mainly with operational teams, in creating and implementing operational processes and insights. Duties: Gather and interpret data to help make enhancement recommendations for operational processes in order to increase efficiency and accuracy on what and how to deliver our business objectives Review the quality of work delivered by operational teams Provide analysis for the monitoring and evaluation of the operational teams and provide insights on the service levels for further enhancements Lead in collaboration with QA manager the development of quality strategies and processes to help the organization achieve strategic goals Develop and maintain reporting to track the progress of teams in ensuring the client is achieving company objectives Provide and effectively share out actionable data via dashboards and reporting to make data driven decisions to elevate performance Conceptualize data-driven, actionable insights for enhancement of operational efficiencies Present back all findings and recommendations to help drive business objectives and priorities Provide feedback to improve the coaching and development of client teams Utilize systems that will be in place to support in the enhancement of client quality assurance across teamsRequirements Bachelor's degree or equivalent combination of education and experience 2+ years of directly related guest service experience and/or analyst role preferred* 2+ years strong analytics experience and ability to develop process improvements surrounding large data sets Strong analytical skills with expertise in analysis of operational KPIs Demonstrated ability to make and implement decisions independently Interactive reporting/Business Insights tool experience required; Tableau experience preferred Customer Relationship Management (CRM) tool experience required; Salesforce experience preferred Communication (verbal, written, presentation) skills Skilled with Google Suite (Sheets, Slides, and Docs) and/or Microsoft Office programs (Word, Excel, Outlook, etc.) to do trend analysis and regular reporting of metrics Demonstrate, advocate, and reinforce a positive team environment, professionalism, and the need to present a sincere & positive image of the companyThe 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.By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.