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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