Southern Company Customer Care Center Analyst in Gulfport, Mississippi
Customer Care Center Analyst
Customer Care Center Analyst
This position is responsible for developing, implementing and monitoring schedules of rotating shifts of Customer Care Center employees to ensure adequate staffing; statistical and trend analysis; and Quality Assurance. This position also serves as departmental point of contact for Customer Service Representatives regarding vacation, sick leave, holidays, and other HR Benefit related issues.
This position is responsible for compliance review and monitoring of all time reporting activities of the Customer Care Center.
This position requires the incumbent to work outside normal traditional work hours and needs to be available 24x7.
This position reports to the Customer Care Supervisor, Customer Care Center.
Bachelor's Degree in a business related field is desired.
Scheduling software experience required - AVAYA experience preferred.
Experience working in a call center desired.
Ability to learn a wide variety of technical knowledge.
High degree of dependability.
Excellent written and verbal communication skills.
High level of interpersonal skills to work successfully with Customer Care Center employees.
Organizational skills to be able to perform multiple tasks.
Ability to analyze and manage data to help make recommendations to Management.
Ability to actively listen and make well informed, non-biased decisions.
High degree of ownership and accountability for individual and team results.
Easily accepts and adapts to continuous change.
Create, implement, and monitor Customer Service Representatives work schedules to ensure adequate staffing. These work schedules will encompass rotating shifts and will be amended on an ongoing basis due to sick leave, family emergencies, vacations, job movement, etc.
Quality Assurance Monitoring and Evaluation of customer calls.
Interpret reports and statistical data for special projects and requests.
Serve as a liaison to Human Resources on vacation, sick leave, holidays, and other benefit related issues; Customer Operations; and Southern Company Customer Care Centers.
Represent MPC on various Southern Company system teams and projects.
Support software applications utilized within the Customer Care Center and Customer Operations.
Compliance review and monitoring of all time reporting activities of the Customer Call Center.
Availability 24x7 to respond to emergencies and scheduling conflicts.
Mississippi Power a subsidiary of Southern Company, serves southeast Mississippi. We have a history of customer and community service, economic development leadership, environmental stewardship and employee involvement.
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 Field: Customer Service
Job Type: Standard
Primary Location: Mississippi-Coastal Area-Gulfport
Operating Company: Mississippi Power Company
Job Type: Standard
Travel (Up to...): No
MPC Operations Center (16006gulfport)
16006 Vick Road
Req ID: MPC2001715