Technology Analyst - Reporting and Analytics

Description

This position will report to Online and Operations Support Manager and will be available to assist the Customer Services leadership team. This position will develop a Speech Analytics process improvement program and provide analysis of data through this application. The successful candidate will also be responsible for aggregating data from various sources to update performance dashboards and reports. The person will provide back-up support to the workforce management analysts by assisting with analyzing call patterns to develop call volume forecasts and develop schedules to meet the call volume needs. Overall, this position is responsible for providing speech analytics, and reporting within the Customer Services organization.

Responsibilities

• Develop and update reports, dashboards, and spreadsheet to track various performance metrics

• Develop Speech Analytic tools and reports to gather insights and process improvement recommendations

• Analyze data to report on trends and communicate insights to leadership

• Maintain monthly agent and supervisor report cards, enhance and migrate to new systems as needed

• Provide support for departmental reports that track performance for the leadership team

• Maintain and fully utilize the workforce management application to provide staffing needs and call volume forecasts

• Other administrative duties as assigned

Candidates with the following preferred qualifications are encouraged to apply:

Education

• Bachelor's degree preferred; Mathematics, Statistics, Data Science or Technology related degree a plus

Experience

• Customer Service Center experience is a plus

• Microsoft Power BI experience is a plus

• Web development experience is a plus

• Speech Analytics experience in a Call Center environment

Knowledge, Skills and Abilities

• Expert Excel proficiency and knowledge, including advanced formulas and pivot table creation and/or modification, including database and DataMart integration

• Strong technical knowledge of all aspects of a customer service center environment

• Strong analytical and problem solving skills

• Periodic travel within Southern Company territory, some overnight travel

Behavioral Attributes

• Follows safe work practices and fosters a safe workplace.

• Exhibits unquestionable trust, superior performance and total commitment in all business dealings.

• Self-motivated and proactive response to issues

• Innovative

• Capable of making sound business decisions

• Excellent communication and interpersonal skills

• Ability to operate with minimal supervision

• Seeks opportunities to learn and transfer knowledge to others.

• Good organizational and time management skills.

• Ability to manage multiple tasks.

• Able to maintain Confidentiality

• High stress tolerance

• Dependable

Alabama Power provides the valuable combination of competitive prices, reliable electricity supply and unparalleled service to 1.4 million homes, businesses and industries in the southern two-thirds of Alabama.

With 4.4 million customers and more than 46,000 megawatts of generating capacity, Atlanta-based Southern Company is the premier energy company serving the Southeast through its subsidiaries. A leading U.S. producer of clean, safe, reliable and affordable electricity, Southern Company owns electric utilities in four states and a growing competitive generation company, as well as fiber optics and wireless communications. Southern Company brands are known for energy innovation, excellent customer service, high reliability and retail electric prices that are below the national average. Southern Company and its subsidiaries are leading the nation's nuclear renaissance through the construction of the first new nuclear units to be built in a generation of Americans and are demonstrating their commitment to energy innovation through the development of a state-of-the-art coal gasification plant. Southern Company has been recognized by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer and listed by DiversityInc as a top company for Blacks. The company received the 2012 Edison Award from the Edison Electric Institute for its leadership in new nuclear development, was named Electric Light & Power magazine's Utility of the Year for 2012 and is continually ranked among the top utilities in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at HTTP://WWW.SOUTHERNCOMPANY.COM

Southern Company is an Equal Opportunity Employer (EOE) of minorities, women, individuals with disabilities, veterans and strongly supports diversity in the workplace.

Job Field: Customer Service

Job Type: Standard

Primary Location: Alabama-Metro Birmingham/Eastern AL-Birmingham

Operating Company: Alabama Power Company

Job Type: Standard

Travel (Up to...): No

Work Location(s):

APC Corporate Headquarters - 600 North 18th Street (600BIRMINGHAM)

600 North 18th Street

Birmingham, 35203

Req ID: APC2005582