The Senior Analyst/Customer Solutions is a seasoned individual contributor working across functional areas (Production Operations Performance, Workforce Management, Quality Analytics, Back Office Operations of the Customer Solutions department at Southwest Gas Corporation. This position may be responsible for supporting the workforce management functions and quality monitoring within the Company’s call center or assuring quality customer service is provided to internal and external customers. This position is the expert in extracting call center data and analysis and identifying trends and patterns with the information obtained. Additional duties of this position will include support for Customer Engagement.

POSITION DIMENSIONS

This position does not have accountability for people or budgets. The incumbent frequently exchanges information with non-exempt and professional level personnel throughout the Company and infrequently exchanges information with officers.

ESSENTIAL JOB RESPONSIBILITIES

CALL CENTER AND BACKOFFICE OPERATION ANALYSIS

• Work with key leaders to identify key workload drivers and develop department wide operational metrics
• Serve as a consultative partner to senior leadership, offering analysis and recommendations on growth strategies that optimize cost and performance, and reduce risk
• Help establish effective governance, engagement, and oversight across the call center organization to ensure organizational business goals are defined, prioritized, monitored, and communicated at regular reporting cadences
• Lead, influence, and motivate cross-functional stakeholders at varying leadership levels and deliver business value through standardized methodologies, technology, and best practices in project delivery
• Coordinate efforts to create and maintain the key operational reporting packages and delivery that cover production performance (call center, back office, credit and billing), staffing, quality management, and customer trend and behaviors
• Work across the entire Call Center and Back Office operations to evaluate performance, KPI results, and quality in order to provide recommendations to department leadership related to process enhancements, systemic implementations, and operational strategies

WORKFORCE MANAGEMENT (WFM)

• Assist Workforce Planning (WFP) to identify long- and short-term call volume and staffing requirements necessary to meet service and financial objectives
• Analyze call center data and identify trends and patterns from that data
• Track and analyze historical call volume data to forecast monthly, weekly, daily and intraday call volume forecasts and recommend changes to standards as applicable
• Partner with WFM to organize call center staff schedules
• Monitor enterprise staff adherence to schedule levels and coordinate staffing adjustments with the call center to assure performance standards are achieved
• Coordinate, design, development and prepare operational performance reports and reporting processes including historical reports and intraday performance data
• Analyze, develop and recommend solutions to maximize reporting efficiencies and participate in implementation and training of those solutions
• Compile and present findings to WFM and department leadership with recommendations in operational design

QUALITY MONITORING (QM)ANALYSIS

• Extract call center data and analysis
• Partner with QM to analyze current Company policies and procedures and make recommendations for continual process improvement
• Develop and maintain performance data and reporting, as necessary
• Compile and present findings to QM and department leadership with recommendations in operational design

ASSIST CUSTOMER ENGAGEMENT

• Analyze and prepare recommendations for management on programs
• Analyze and report metrics on customer engagement efforts, special projects and campaigns
• Assist in developing strategies and proposals in support of programs that increase customer engagement
• Perform market research functions including analyzing customer engagement data to assist in decision making for strategic decisions, closely coordinated with outside agencies, internal departments while working with division and corporate staff
• Consolidate, synthesize information and deliver content in various formats such as PowerPoint, spreadsheets or written reports
• Provide direct support to Energy Solutions by performing research and analyzing information on customer accounts, technology, gas usage, and technical specifications
• Perform related duties and responsibilities as assigned
• Regular and predictable attendance is a condition of employment and is an essential function of the job

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires four to six years of relevant experience. 

A bachelor’s degree in Business Administration or related field from an accredited university or prior experience working in multiple components of a call center environment is preferred.

Additional qualifications include:

• Expert experience in Excel and experience working with Power BI, Tableau, Cognos and/or SQL is required
• Demonstrated ability to learn new tools quickly and independently 
• Experience developing forecasting and statistical models
• Experience and proven success scoping and executing on major cross functional business initiatives with in a fast-paced organization
• Strong technical and analytical skillset required. Proficient in data wrangling and cleansing, optimization, simulation, and statistical analysis 
• Proven ability to sift through data, identify critical information, develop hypotheses, apply relevant techniques, and perform rigorous analyses quickly and consistently 
• Strong project management experience managing multiple project streams and delivering results across cross-functional teams. Propensity for thinking through projects in a process-oriented manner 
• Demonstrated ability to use data to influence decision making
• Strong interpersonal and communication skills, and ability to communicate complex concepts to senior and business audiences

SALARY DETAILS

$81,700 - $118,500

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.