Analyst Sr, Customer Service

Mcdonough, GA

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

Georgia Power is the largest electric subsidiary of Southern Company (NYSE: SO), America's premier energy company. Value, Reliability, Customer Service and Stewardship are the cornerstones of the Company's promise to 2.6 million customers in all but four of Georgia's 159 counties. Committed to delivering clean, safe, reliable, and affordable energy at rates below the national average, Georgia Power maintains a diverse, innovative generation mix that includes nuclear, coal and natural gas, as well as renewables such as solar, hydroelectric and wind. Georgia Power focuses on delivering world-class service to its customers every day and the Company is recognized by J.D. Power and Associates as an industry leader in customer satisfaction. For more information, visit www.GeogiaPower.com and connect with the Company on Facebook (Facebook.com/GeorgiaPower), Twitter (Twitter.com/GeorgiaPower) and Instagram (Instagram.com/ga_power).

Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit 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 Identification: 5072

Job Category: Customer Service

Job Schedule: Full time

Company: Georgia Power

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