Southern Company Technology Analyst - Reporting and Analytics in Birmingham, Alabama
Technology Analyst - Reporting and Analytics
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.
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:
- Bachelor's degree preferred; Mathematics, Statistics, Data Science or Technology related degree a plus
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
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
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
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
APC Corporate Headquarters - 600 North 18th Street (600BIRMINGHAM)
600 North 18th Street
Req ID: APC2005582