Customer Contact Analytics Associate

About the position

This opportunity is open to current PSEG employees only. Customer Contact Analytics Associate is a MAST supporting role for the Workforce management team. This role focuses on administrative duties, daily reporting, scheduling, CSR extension assignment, and system support to enhance workforce efficiency, employee performance, and overall operational effectiveness.

Responsibilities

• Work on analytical collection projects which may include continuous improvement assignments; data extraction; technical/financial review and analysis; compiling, monitoring, evaluating and analyzing performance metrics toward achievement of scorecard targets.
• Maintain workforce management process which includes analyzing data, produce and analyze various reports and performance measures to improve overall call center productivity.
• Assist with workforce-related processes such as schedule maintenance, training integration, meetings, and off-line activity tracking.
• Leverage NICE system workforce management to optimize call center operations, employee performance and quality.

Requirements

• Bachelor’s Degree or in lieu of a degree, a minimum of 3 years of professional customer contact or analytics experience
• Proficient in Microsoft Word, Excel, Outlook, and M365 tools
• Demonstrated organizational and communication skills (written and verbal)
• Demonstrated analytical skills and experience
• Ability to work independently while collaborating effectively within a team environment
• Compliance with the Department of Energy's regulation 10 CFR 810 is required.

Nice-to-haves

• Ability to lead a process or small project team
• Experience with a call center environment
• Lean Six Sigma training
• SAP/CRM experience

Benefits

• medical
• dental
• vision
• parental leave
• family leave programs
• behavioral health programs
• 401(k) with company match
• life insurance
• tuition reimbursement
• generous paid time off