Workload Analyst

Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you’ll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits.

New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources 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 Intelligence 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.

Major Responsibilities :

Analyze call center data and provide recommendations for process, skill, and call flow changes.

Work collaboratively with the business intelligence analyst to continuously improve measurement, reporting and performance.

Administrate Call Management System (CMS), virtual hold technology and coordinate telecommunication needs of the call center.

Utilize 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.

Evaluate new technology, programs, or services for possible use within the areas of responsibility.

Develop and administer vacation scheduling.

Provides 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 call center manager to understand what drives call center performance / results.

Provide input, guidance, and support of day-to-day operation of the 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 Requirements :

Bachelor’s degree in business analytics, statistics, or computer science is 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 oral 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.

Other Details :

Compensation : Expected base pay range for this role will be $76,400- $97,300.

Base pay is based on several factors including, experience, skills, and knowledge.

This role will be eligible to participate in an annual short term incentive program.

Benefits : Medical insurance coverage from day 1; 401k vesting immediate.

New Jersey Resources is an Equal Opportunity 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.

Job Details

Job Function Professional

Pay Type Salary