Sr. Analyst, Customer Operations

Sr. Analyst, Customer Operations

Description

Job Summary

The purpose of this position is to administer SouthStar Energy's omnichannel solution, create and manage contact and average handle time forecasts, and report operational performance metrics for multiple queues across multiple contact centers.

Forecasts will be developed using historic ACD and omnichannel data, internal and external business inputs and trends, and provided to SouthStar Energy's customer service vendors supporting over 550,000 customers across 13 LDC's. This person would work with SouthStar's contact center vendors' workforce planning groups and management to ensure correct staffing levels are maintained to meet service levels.

In addition to forecast responsibilities, the incumbent will administer the omnichannel solution (Five9) across multiple sites and vendors. In addition, this position is responsible for creating and maintaining IVR functions, ACD, chat, email and text functions in the Five9 system, making real time adjustments to balance call volumes across multiple sites and vendors when needed. The incumbent will also develop and deliver reporting to ensure performance metrics are tracked and met across omnichannel functions as well as document and support business continuity and disaster recovery efforts.

In this position, the incumbent will act as an advocate for the customer and contact center vendors within SouthStar Energy and as an advocate for the customer and SouthStar Energy within the vendors' operations.

Job Responsibilities & Accountabilities by Competency

Functional Expertise

• Analyze trends in call center reporting data and work with various teams to create volume and average handle time forecasts for contact center staffing that maximizes customer satisfaction and minimizes cost.Coordinate and report call forecasting inputs from various internal departments to ensure accurate call forecasts are developed in support of SouthStar's efforts.
• Work with contact center operations to ensure proper staff is maintained as needed to meet regulatory and contractual service level requirements.
• Create, document and maintain business rules and standard operating procedures for areas of responsibility.
• Create, maintain and enhance IVR and ACD functions as well as other contact channels within the omnichannel solution.
• Create and maintain reporting related to IVR, ACD and other omnichannel metrics across multiple vendors and sites.
• Administer omnichannel solution for SouthStar users and oversee administration by contact center administrators.

Business Acumen

• Ensure that contact center operations effectively support SouthStar's goals and objectives.
• Maintain knowledge of regulatory requirements and changes.
• Maintain an advanced working knowledge of business and operations.
• Track and report expenses related to vendors' services and internal operations.
• Provide regular inputs for Customer Operations business and budget planning.
• Track and effectively report results across all levels of the organization.

Engagement

• Partner with managers and business units to direct the long and short-term planning for issues surrounding internal operations and vendors to maximize efficiency and effectiveness
• Coordinate with marketing and pricing teams to develop campaigns and segmentation strategies that are attractive to profitable customers
• Monitor call quality, including adherence with scripting, and provide feedback to all internal stakeholders.
• Coordinate with internal stakeholders and manage change within the contact centers
• Be the voice of the customer within SouthStar Energy and vendors' organizations
• Be the voice of the vendor within SouthStar Energy and the voice of SouthStar Energy within the vendors' organizations
• Serve as first level support for contact center vendors for omnichannel issues and coordinate efforts between all vendors as needed to achieve fast resolution.

Driving Results

• Track, report and analyze daily, weekly, monthly and yearly operational statistics
• Create and execute improvement plans based on operational data analysis
• Identify customer inquiry and feedback trends across various customer segments and work with internal stakeholders to ensure customer needs are addressed
• Work with internal and external clients to create new programs, improve current programs, and discontinue underperforming programs and vendors
• Assist in monitoring the overall profitability of various programs and vendors to maximize the effectiveness of Retail Segment dollars

Qualifications

Education, Certifications/Licenses:

Required:

• Bachelor's degree or equivalent experience

Related Work Experience:

Required:

• 5 years of applicable experience
• Experience with Omnichannel software (preferably Five9) and/or ACD/switch administration
• Experience with contact center volume and average handle time forecasting

Preferred:

• Deep experience with BI self-service technologies such as Microsoft PowerBI
• Experience in SQL or similar languages
• Contact center workforce management experience
• Previous experience in a retail energy industry

Specific Skills & Knowledge:

Required:

• Ability to conduct trending and data analysis
• Excellent analytical skills
• Microsoft Office proficiency
• Exceptional verbal and written communication skills.Ability to communicate in a positive and professional manner with customers, co-workers, employees and vendors
• Strong organizational and problem resolution skills
• Ability to coordinate and manage multiple tasks effectively
• Minimal supervision is required.Must be able to demonstrate working independently yet operating effectively as a team player.

Preferred:

• Operational knowledge of the deregulated natural gas market in Georgia

Working Conditions/Physical Requirements:

• This position requires occasional travel (5-20% travel).Trips may require air travel and/or overnight stay away from home for one or more nights
• Hybrid work environment, in the office/on-site, 2 -3 days per week and subject to change due to business needs

Disclaimer:

This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: SouthStar Energy Services

Job Type: Standard

Travel (Up to): Yes, 25 % of the Time

Work Location(s):

Southern Company Headquarters - 30 Ivan Allen Jr. Blvd. NW (30ATLANTA)

30 Ivan Allen Jr. Blvd. NW

Atlanta, 30308

Req ID: SES2000008