New Jersey Natural Gas is seeking a Workload Analyst to forecast, monitor, and evaluate Call Center workload, staffing, and performance. Design, implement, and deliver standard and ad hoc statistical reports to support customer-focused, data-driven analysis and provide business decision support and insight. Collaborate with co-workers, the Business Integration Analyst, peers and partners in IT and other business units to continuously improve the quality, accuracy, and effectiveness of metrics and reporting. Develop and utilize a complete understanding of all supporting systems required for accurate reporting and operations, including a suite of call center technology and enterprise information systems and IVR.
Major Responsibilities:
• Analyze Call Center data and provide recommendations for process, skill, and call flow changes
• Collaborate with the Business Integration Analyst to continuously improve measurement, reporting and performance
• Administer Call Management System, Virtual Hold Technology and telecommunication needs of the Call Center
• Utilize Call Management System (CMS) to monitor and manage daily call volume, run reports, analyze peak call volume, abandon call patterns or other variables impacting performance
• Optimize breaks, lunches, team meetings, training and coaching sessions to enhance staffing service levels; administer vacation scheduling
• Evaluate new technology, programs and services for future use
• Provide database and analytical support for initiatives, projects and programs
• Support internal business intelligence platform providing ad-hoc access to large or varied datasets, including the development of new scripts and queries
• Collaborate with the Contact Center Manager to understand what drives call center performance/results
• Provide input, guidance, and support of day-to-day operation of Call Center staffing level and performance
• Construct accurate call volume forecasts using historical data, statistical models, and workforce optimization tools
• Create shift schedules and overtime requirements for Customer Service Representatives in accordance with call volume forecasts, predicted shrinkage, and labor contract
• Prepare and maintain records, reports and program information on a timely basis enabling effective management of the Call Center
Position Specifications:
• Bachelor’s degree in business analytics, statistics, or computer science required
• A minimum of four years of experience in call center scheduling or business intelligence is required
• Strong analytical and problem-solving skills, proficiency with Automatic Call Distribution (ACD) systems and Microsoft Office, with in-depth knowledge of Excel
• Proven intellectual curiosity regarding insight into data
• Ability to meet deadlines, work under pressure, multi-task and work effectively with peers and the management team
• Strong verbal and written communication skills
• Experience with Query tools, SQL programming language, and Business Intelligence software is a plus.
* The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.
We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.
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