Real Time Performance Analyst-Customer Care

2 weeks ago

Smithfield, Pennsylvania, United States NiSource Full time
Job Title: Real Time Performance Analyst-Customer Care

Job Summary:

The Real Time Performance Analyst-Customer Care is responsible for coordinating real-time workforce management activities to cover Contact Center Customer Service hours of operation. This role involves conducting various statistical reports related to workforce resources, monitoring intraday events, and performance according to daily, weekly, and monthly forecasts/plans. The analyst will initiate or recommend action plans based on service level objectives and participate in daily huddle sessions to communicate Customer Care Center intra-day plans.

Key Responsibilities:

  • Coordinate with multiple sites to develop Customer Care Center workload forecasts and coordinate vacation slots with the Workforce Management team.
  • Responsible for intra-day scheduling of CSR coaching sessions with Team Leaders.
  • Proactively completes Customer Service Representative skill changes in accordance to intra-day needs.
  • Actively monitors daily Customer Care Center performance and recommends intra-day adjustments to meet established service levels.
  • Analyzes Customer Care Center statistics generated from reports to identify overall performance results, such as call volume, ASA, abandonment rate, and average handle time for multiple sites.
  • Provides statistical performance data to performance reporters.
  • Works with Customer Care Center Management, Human Resources, and Labor Relations to ensure adherence to company policies and contractual requirements.
  • Produces daily, weekly, monthly, and annual reporting to assist in operational decision making and resource planning.
  • Serves as a liaison between Customer Care Center operations and workforce planning to coordinate workforce activities.
  • Assists Managers and Workforce Coordinators in understanding the impact of events that occur throughout the day.
  • Coordinates real-time workforce activities during Customer Service hours of operation.
  • Conducts basic statistical analysis related to workforce resources.

Requirements:

  • Bachelor's degree in Data Analytics, Engineering, Accounting, Business, Economics, Information Systems, or equivalent work experience.
  • One (1) to two (2) years of experience in data and analytics role.
  • Requires knowledge of Customer Care Center performance metrics and KPIs.
  • Requires a specialized knowledge and understanding of the business systems (i.e., Genesys Suite, Tableau, and Power BI), and processes used in the Customer Care Center to recommend resource plans, coordinate work activities, and produce reports to assist in operational decision making.
  • Requires resolving problems related to unexpected statistical anomalies and changing service level objectives by interpreting established methods and referring to historically similar situations.
  • Ability to trouble shoot and present workable solutions.
  • Demonstrated written, verbal, and interpersonal skills.
  • Self-motivated and can work well alone or within a team atmosphere.
  • Microsoft Office Product Suite with an intermediate level of Microsoft Excel.
  • Occasional travel required.

Preferred Qualifications:

  • Experience in use of call center applications.
  • Detailed understanding of intra-day performance.
  • Knowledge of statistical methodology of data analysis.
  • Proficient in the use of Microsoft Access.

Disclaimer:

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

Inclusion and Diversity:

  • Value inclusion within your day to day responsibilities by respecting others' perspectives/convictions, engaging others' opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.
  • Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.
  • Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Safety:

  • Promote a safe work environment by actively participating in all aspects of our employee safety program.
  • Report any unsafe conditions and take actions to prevent personal injuries.
  • Support our interdependent safety culture by ensuring the safety of your co-workers.
  • Stay focused on the task at hand and promote productivity through good work habits.

Work Authorization:

Authorized to work in the United States without requiring sponsorship.

Inclusion & Diversity

Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

Safety Statement

Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

Salary Range:

$58, $81,900.00

Posting Start Date:

Posting End Date (if applicable):

Please note that the job posting will close on the day before the posting end date.

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