Customer Contact Analytics Associate
1 week ago
**Requisition**: 78040
**PSEG Company**: Public Service Electric & Gas Co.
**Salary Range**: $ 56,100 - $ 84,200
**Incentive**: PIP 5%
**Work Location Category**: Hybrid
PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.
PSEG offers a unique experience to our more than 12,000 employees - we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.
**Job Summary**:
Customer Contact Analytics Associate is a MAST supporting role to either the Quality Team or the Workforce management team. They assist with daily reporting, administrative duties and handled specific tasks within high profile processes such as After Call Survey, Gas Emergency Analysis, Call Center scheduling, forecasting and CSR extension assignment and maintenance.
**Responsibilities**:
Work on analytical collection projects which may include continuous improvement assignments; data extraction; technical/financial review and analysis; compiling, monitoring, evaluating and analyzing performance metrics toward achievement of scorecard targets. Assist with daily, weekly and monthly forecasting, maintain workforce management process which includes analyzing data, tracking forecast accuracy, produce and analyze various reports and performance measures to improve overall call center productivity. Leverage new NICE system workforce management and call recording tools to optimize call center operations, employee performance and quality. Develop CSR work schedules including integrating training, meetings and developmental off-line time.
**Job Specific Qualifications**:
**Requirements**:
- Bachelor’s Degree or, in lieu of a degree, a minimum of 3 years of professional customer contact or analytics experience
- Experience using Workforce Management Software (i.e. NICE, etc.)
- Proficient in Microsoft Word, Excel, and Outlook
- Demonstrated organizational and communication skills (written and verbal)
- Demonstrated analytical skills and experience
- Demonstrated experience in collaborating and coordinating with others
**Desired**:
- Ability to lead a process or small project team
- Call center experience
- Lean Six Sigma training
- QA/QC Experience
- SAP/CRM Experience
**Minimum Years of Experience**:
- 0 years of experience**Education**:
- Bachelors**Certifications**:
- None Noted**Disclaimer**:
Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.
PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.
As an employee of PSEG you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
**ADDITIONAL EEO/AA INFORMATION **_(Click link below)_
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Pay Transparency Nondiscrimination Provision
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