Call Center Business Analyst

Provide business function support in various power delivery settings. Provide clerical and some administrative support. Develop customized reports provided by integrated systems, including Passport, PeopleSoft, Impromptu, and MS Office applications. Use oral and written skills to present information.

This position is part time, 32 hours per week, working two 12 hour shifts on Saturdays and Sundays (second shift), and then two 8 hour daytime shifts during the week. Will also help cover busy periods, vacations, or storms.

Responsibilities:

- Optimize service levels through analysis of trends and performance
- Handle volume management and analysis including increase/decrease in offline activities and VTO/OT requirements to maximize efficiency
- Process intra-week time off requests and trades in accordance with defined Workforce Management processes
- Monitor Real Time Adherence and alert call center personnel to ensure customer service levels are met
- Monitor multiple customer call routing screens to ensure call center efficiency
- Deliver reports via MS Office/Word/Excel/Access and Aspect's Workforce Management as required

SKILLS:

High school diploma with minimum of 5 years experience in specific area of expertise. Familiarity with power companies a plus.
Proficient in PC and Mainframe applications such as Microsoft Office, PeopleSoft, Time, EERS, and PassPort.