Job Details

Classification: Business AnalystWork Hours: 40+ hours / week: M – FAbout 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 520,000 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 RoleAre 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.ResponsibilitiesIn this role, you'll analyze call center performance, develop forecasts and reports, and maintain critical customer service systems, including the CMS, ACD, IVR, phone system, and workforce management tools. You'll 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.QualificationsPhysical RequirementsThis 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 RequirementsBachelor's degree in data analytics, business, information systems, or another related field from an accredited four‑year college or universityOne (1) to three (3) years of demonstrated experience in related fieldStrong written and oral communication, interpersonal and team skillsAbility to work independently on projects and manage multiple tasks in a timely mannerProficient with a variety of computer software programs such as Microsoft Office 365, Adobe, and other applicationsValid driver's licensePlease note that due to job responsibilities, KUB does not provide immigration sponsorship for and/or based on this position.Preferred RequirementsOne (1) to three (3) years of experience and intermediate proficiency with Microsoft productsOne (1) to three (3) years of experience with call center analyticsOne (1) to three (3) years of experience with Power BI or other data visualization toolsDemonstrated experience/ability to effectively lead teams and projectsPerform basic reporting, querying, and data updates as applicableSelection ProcessPhase 1 – Apply online at www.kub.orgPhase 2 – Experience, training, and education evaluationPhase 3 – Interview with department representativesPhase 4 – Written, performance, and behavioral exercisesPhase 5 – Background InvestigationPhase 6 – Physical assessment and/or drug screen**KUB is part of the Tennessee Drug Free Workplace ProgramIf special accommodations are needed at any phase of the selection process, please notify Human Resources in advance.Knoxville Utilities Board is an Equal Opportunity Employer#J-18808-Ljbffr