RESPONSIBILITIES:
Kforce has a client in San Antonio, TX that is seeking a WFM Business Analyst. We're seeking a tech-savvy professional with strong analytical skills and a proactive mindset.Summary:Are you a detail-oriented problem solver with a knack for data-driven insights and project coordination? Do you enjoy diving into complex business processes and using your analytical skills to drive impactful change? If so, we have the perfect role for you!Responsibilities:- As a Business Analyst, you will play a pivotal role in bridging business needs with technical solutions
- Analyzing Requirements: Gather, document, and analyze business requirements, creating functional specifications, process flow diagrams, and use cases
- Supporting Project Work: Assist in developing Business Requirement Documents (BRDs) and manage timelines, milestones, and costs
- Data Analysis & Reporting: Use tools like Tableau and Excel to interpret data, create actionable insights, and maintain reports
- System Configuration & Maintenance: Manage and troubleshoot settings for NICE Workforce Management (WFM) and NICE Performance Management applications used in contact centers
- Collaboration & Coordination: Work closely with testing teams, coordinate change and release management, and contribute to resolving post-production issues
- Documentation & Training: Help develop user guides and provide training to ensure smooth adoption of solutions
REQUIREMENTS:
- 2+ years of experience with Tableua - intermediate knowledge
- 2+ years of Excel experience
- Able to work independently and deliver results
- Experience with tools like JIRA/Confluence
- Familiarity with Agile methodology and SDLC processes
- Previous experience in contact centers or familiarity with terminology like shrinkage and AHT
- Experience with scheduling/coaching tools like NICE WFM and NICE Performance
- Maintain system settings and troubleshoot tickets for NICE applications
- Manage Tableau reports and support system data entry
- Triage application issues and contribute to process improvements
- Tools: JIRA, Tableau, Excel, NICE WFM, and NICE Performance Management
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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