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Customer Care Analyst III (Remote)

Company: nrg
Location: Austin
Posted on: June 25, 2022

Job Description:

As an NRG employee, we encourage you to think creatively and proactively about your career choices. -Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge. -Providing career growth to our own employees is critical to our ongoing success--take charge of your career goals and empower your future!Summary: -The position of Customer Care Analyst III - Call Center WFM (Workforce Management) is centered around maximizing contact center efficiencies and improving Customer Experience through implementing best practices related to Call Center Workforce Management platforms and the processes they support. The analyst in this role will serve as a subject matter expert of the company's Call Center Workforce Management system in a complex data-driven environment with multiple BPOs. This position will be responsible for administering the WFM system functionality and adapting it to the needs of the business for optimal performance. The analyst will assess the capacity needs for licenses globally and work with relevant parties to implement upgraded versions and change management. The Customer Care Analyst III is involved in various system implementations requiring working with internal and external users and meeting tight deadlines. The person in this role will analyze business processes and make recommendations for process improvements resulting in the timely completion of operational objectives as defined by the NRG Customer Care leadership. - - -Essential Duties/Responsibilities:

  • System administration of the WFM tool, including configuration, process design, implementation best in class WFM practices on a global level across all BPOs and in-house users
  • Adapt the WFM platform to the business needs for optimal forecasting, scheduling, tracking, monitoring, and reporting contact center KPIs
  • Provide analytical and technical support to Customer Care users around Verint WFM
  • Streamline the WFM flow of work by assessing the existing WFM process and implementing process improvements. Write standard operating procedures (SOPs) for key WFM processes. -
  • Forecast the global WFM capacity needs and license counts for various systems
  • Monitor key metrics within Customer Care, identify opportunities to improve performance, and prevent performance degradation
  • Prepare site reporting for operational KPIs as required
  • Provide post-mortems and root cause analyses (RCA) when service levels are missed
  • Develop and document training requirements, and training materials and provide training as required for call-center representatives, supervisors, and management.
  • Prepare presentations as required for reporting, analysis, and documentation
  • Maintain close and ongoing relationships with internal customer-facing groups.Minimum qualifications and abilities:
    • Minimum of 3 years of system administration of top North American WFM systems (Aspect, NICE Total View/IEX, Verint, Calabrio)
    • Minimum of 1-year experience as a Verint WFM analyst or super user
    • Minimum of 3 years experience with Real-Time Adherence software
    • Minimum of 3 years of hands-on experience with ACD systems
    • Minimum of 1 year of Project Management experience
    • Advanced level of proficiency with MS Office apps
    • Degree in a quantitative field or commensurate work experienceAdditional Knowledge, Skills, and Abilities:
      • Deep understanding of the cost driver dynamics in the contact center
      • High level of technical proficiency and understanding of best-in-class WFM practices
      • Multi-dimensional thinker, able to handle multiple tasks simultaneously
      • Excellent communications skills, both written and verbal
      • Hands-on experience with Call Routing software
      • Demonstrated ability to put together an analytical framework
      • Demonstrated ability to work in a team environment with good relationship-building skillsWorking Conditions:
        • Willingness to accept and agree with the company's remote working policy
          • Willingness to work outside normal business hours as necessary, especially during critical issue resolution and to achieve project milestonesPhysical Requirements:
            • Occasionally requires lifting as appropriate to perform duties and responsibilities#CB-TA#LI-TA1 -NRG Energy is committed to a drug and alcohol free workplace. -To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability -Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. -Official description on file with Human Resources.

Keywords: nrg, Austin , Customer Care Analyst III (Remote), Professions , Austin, Texas

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