Job Location: Naperville, IL
Operations Analyst I
Description
This position will report to Customer Experience Supervisor to provide strategic analysis and reporting to support the Customer Care Center (CCC) for Nicor Gas. The incumbent in this role is responsible for Workforce Planning and analysis for short-term and long-term staffing & volumetric forecasting, metrics, scorecards, business and system process improvements, and other operational support and duties. This position will also support Speech Analytics in developing reports, dashboards, and spreadsheets to track various performance metrics. This role will serve as a liaison for CCC internal and external business partners (i.e., Training, IT, Business Intelligence Analysis, RM-Forecasting). This position may be filled as an Exempt 02, Exempt 03 or Exempt 04 level. This posting will be to seek an Analyst I to provide future growth opportunities. Individuals who demonstrate advanced skills in terms of work experience, education, and certifications may be eligible for the more advanced position at a later time. This position may be considered hybrid; however, during the training period, the selected candidate will be required to work onsite. The ability and frequency of working remotely will be evaluated based on job performance.
Job Responsibilities & Accountabilities by Competency
Functional Expertise & Business Acumen:
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Develop analytical models and solutions to complex data-driven problems to effectively document and communicate process improvements
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Conduct short-term and long-term forecasting and trend analysis and communicate findings to leaders
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Prepare reports and dashboards routinely of contact center metrics for volumes, staffing, speech analytics, etc.
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Ensure business processes and technology are aligned
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Conduct research and provide analytical support to assess tactical and strategic objectives
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Analyze, review, and forecast data for budget and financial planning
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Interpretation of data and presenting recommendations for business solutions
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Strong problem-solving skills that enable quick identification and efficient resolution of issues
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Provide support to Lead Account Clerk for payroll functions
Engagement & Driving Results:
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Partner and establish ongoing communication with departmental leadership to provide updates on critical initiatives, challenges, and opportunities
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Responsible for driving individual and organizational results, organizing, and prioritizing work, evaluating results, and taking corrective action as needed
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Manage multiple and diverse priorities in a deadline driven environment, time management
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Operate as a self-starter, be able to work independently with minimal supervision
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Seeks opportunities to learn and transfer knowledge to others
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Ability to engage with all levels of leadership
Qualifications
Education, Certifications/Licenses:
Preferred:
- BA/BS degree preferred: finance, accounting, mathematics, statistics, economics, data science or similar field/equivalent work experience
Related Work Experience:
Required:
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1-3 years of forecasting, statistical modeling, or data analysis
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1-3 years of customer service experience (i.e., workforce planning, forecasting, speech analytics, call center management, etc.) and/or operations experience in utility industry
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1-3 years of business-related systems (i.e., Verint/Avaya Workforce Optimization, CIS and Speech Analytics, etc.)
Preferred:
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Knowledge of forecasting, statistical modeling, or data analysis
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Knowledge of business-related systems (i.e. Verint/Avaya Workforce Optimization and Speech Analytics, etc)
Specific Skills & Knowledge:
Required:
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Conceptual and analytical thinking skills
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Strategic and forecast modeling
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Excellent written and verbal communication skills
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Able to maintain a high degree of confidentiality
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Ability to be agile in a fast-pace dynamic environment
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Proficient in MS Excel, PowerPoint, Word
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Microsoft Power BI experience is a plus
Preferred:
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Basic proficiency in Verint/Avaya Workforce Optimization and Speech Analytics, etc.)
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Basic proficiency MS Project Management
Working Conditions/Physical Requirements:
Position is in an office environment that requires some travel (0-15%).
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 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: Illinois-Metro Chicago-Naperville
Operating Company: Nicor Gas
Job Type: Standard
Travel (Up to…): Yes, 25 % of the Time
Work Location(s):
G O Naperville – 1844 W Ferry Rd. (1844NapervilleCODE)
1844 W Ferry Rd.
Naperville, 60536
Req ID: NGC2000049
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