JOB DESCRIPTION

This position is responsible for data analysis and decision support as part of the Customer Care Workforce Analytics Team. Additionally, this position is responsible for Customer Care reporting which includes reporting of key metrics, analysis, and development of goals, providing historical trend data, development of the annual staffing plan, and ad hoc reporting for Customer Care leaders.

This position will be filled at a level E3-E5, based upon experience.

This position is expected to participate in the Customer Care Operations on-call rotation. Moreover, this position is hybrid and can be done primarily remotely. However, there are expectations that this position will report to the Customer Care facility for a minimum of 12 business days per month.

MAJOR JOB RESPONSIBILITIES

• Represent GPC in committee meetings to determine project requirements for system solutions
• Maintain and/or update month-end, year-to-date and ad hoc Customer Care Center reporting
• Analyzes caller trends using Verint Speech Analytics to evaluate call drivers, and determines outcomes including caller sentiment and first-call resolution
• Conducts complex business analysis and develops recommendations to management based on findings
• Present insights visually and with clarity in a variety of methods (PowerPoint, PowerBI) and for a variety of audiences (front line employees, managers, executives)
• Participate in analysis for annual goal-setting process
• Interface with Scheduling and Critical Response Teams to provide insights and suggestions into optimizing service level attainment, overtime, etc.
• Partner with business owners to produce and support analytics regarding operational business issues, including but not limited to, outage communication, payment arrangements, connects, and disconnects
• Support the Technology analysts with business analytics for projects
• Independently and collaboratively prepare reports and templates as needed by leaders
• Develop relationships with personnel in various GPC and Southern Company business units, as well as outside vendors, customers, and other utilities
• Identify and implement process efficiencies including process automation, speech to text call analysis for self-serve enhancements, etc.

Candidates with the following preferred qualifications are encouraged to apply:

EDUCATION REQUIREMENTS

• Bachelor's degree in Business, Computer Science, Data Science, Finance, or a related field preferred

JOB EXPERIENCE REQUIREMENTS

• Minimum of two (2) years working experience in data analysis, customer service, call center operations and/or project management
• Proficient in oral and written communications with the ability to put together presentations and share actionable insights for leaders
• Experience in building and maintaining reports with Power BI
• Experience with general programming, Visual Basic/Macro building and modification, and database experience preferred
• Experience with DataMart, Avaya CMS, and/or Avaya Workforce Efficiency (AWE) preferred
• Excel proficiency and knowledge including advanced formulas and pivot table creation and modification
• Strong Office productivity skills (Word, Excel, PowerPoint, Visio)
• Experience in programming in XML and web development is a plus
• Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently

KNOWLEDGE, SKILLS & ABILITIES

• Management of the Avaya workforce optimization software
• Excellent analytical, organizational, and problem-solving skills
• Strong technical sills working with Excel, Word, Power BI, DataMart, Avaya, and SharePoint are a plus
• Ability to maintain strong relationships and participate on cross functional committees and project teams
• Self-directed with strong initiative; demonstrates good judgment and personal responsibility
• Ability to work well in a team environment and thrive on contributing to team's success
• Proven ability to be a quick learner and manage in a high activity environment with multi-task requirements
• Ability to extract, aggregate, interpret and present data and trends independently
• Consistently sets and maintains high performance standards
• Builds teamwork and trust
• Seeks continual growth and development
• Strong communication skills including active listening

BEHAVIORIAL ATTRIBUTES

• Must demonstrate behaviors consistent with Our Values - safety first, intentional inclusion, act with integrity, and superior performance
• Voluntarily takes ownership, develops a solution, and sees the solution through to completion
• Demonstrates good judgment and personal responsibility in all aspects of performance
• Recognized as a Student of the Business
• Consistently sets and maintains high performance standards
• Builds teamwork and trust
• Seeks continual growth and development
• Leads with curiosity