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Southern Company CCC Technology Analyst in Gulfport, Mississippi

CCC Technology Analyst

Description

Customer Care Technology Analyst

JOB DESCRIPTION

This position is responsible for providing business level support for systems and interfaces in the Customer Care Center. This includes, but is not limited to, coordinating and/or supporting activities in the following functional areas: IVR/VRU Automated Phone System, Online Customer Care Self Service website, Product Portal, Energy Assistance Portal, Property Manager Portal, CTI Screen Pops, Internal and External Self-Service Knowledgebases, Employee Performance Dashboards, Power BI, DataMart, Avaya phone system, Avaya OneX Agent, and Avaya Workforce Optimization.

MAJOR JOB RESPONSIBILITIES

  • Responsible for implementing, maintaining, administering, troubleshooting and technical support for the technology and software utilized by MPC’s Customer Care Center

  • Identify areas of enhancement for technology systems and applications that meet business goals and strategies

  • Provide training of applications and systems to Customer Care Center personnel

  • Represent MPC in cross-company technology committee meetings to determine project requirements for system solutions

  • Research, review, and recommend processes that improve technology effectiveness

  • Prepare business cases: present proposals to peers, management and system wide committees

  • Perform analysis on system enhancements and requests; write formal change requests for changes

  • Provide strategic leadership to coordinate training, communications, integration, enhancement prioritization and roadmap efforts

  • Manage project functions – gather requirements, analyze data, identify solutions, perform pre and post implementation testing; coordinate training and document results

  • Act in role of subject matter expert in multiple areas of the Customer Care Center. Provide daily support to Customer Care Center employees

  • Develop and leverage relationships with personnel in various MPC and Southern Company business units, customers, outside vendors, and other utilities

  • Ensure internal and external reports are issued accurately and timely and provide the department’s performance measurements

  • Produce routine and ad hoc reports to meet request for Customer Service related data

  • Communicate system changes to key stakeholders and users, provide training for major change impacts

  • Support eBusiness and Scheduling Analyst with technology needs, testing, and implementation

Education Requirements

  • Bachelor’s degree in Business, Computer Science, Data Science, Information Systems or a related field preferred.

Experience Requirements

  • CSS Experience Preferred

  • Experience with database query tools such as SAS, Access, TSO4, or Impromptu preferred

  • Experience with database applications, DataMart, Microsoft Power BI

  • Project management experience preferred

  • Customer Service Center, CSS Support, Business/Division office experience preferred

  • This position requires more than three (3) years of working experience in an operational, technology or customer service area

  • Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently

  • Good interpersonal skills—ability to work with managers, peers, and vendors

  • Strong project management skills: manages projects from beginning to end with minimal assistance

  • Proficient in oral and written communications; able to put together presentations with minimal assistance

  • Expert Excel knowledge, including Pivot Tables, to process, analyze, and trend large amounts of data

  • Position may require occasional overnight travel

Knowledge, Sills, & Abilities

  • Knowledge of Mississippi Public Service Commission rates, rules, and regulations

  • Knowledge of MPC marketing, power delivery, accounting and customer service policies and procedures

  • Knowledge of Sarbanes-Oxley compliance policies

  • Knowledge of customer service applications, self-service customer interfaces, website, IVR/VRU and phone systems

  • Management of the Avaya workforce optimization software

  • Knowledge of meter reading, all classes of rates, billing, adjustments, collections, cash/bank processes and service orders

  • Excellent analytical, organizational, and problem-solving skills

  • Strong technical sills working with Excel, Word, Access, Mobius, Power BI, DataMart, Avaya, TCMS, Verint, Documentum, SharePoint, Cool Compliance, CSS are a plus

  • Strong Oral and written communication skills with ability to communicate effectively at all levels

  • Ability to make sound decisions with minimum or no supervision

  • Demonstrates initiative and personal accountability

  • Ability to manage multiple assignments, work efficiently under pressure, and meet deadlines

  • Ability to work effectively in a team environment and assume a leadership role on project assignments

  • Must demonstrate behaviors consistent with the Southern Style values of unquestionable trust, superior performance and total commitment

  • Strong focus on Safety Excellence

  • Self-directed with strong initiative

  • Demonstrates good judgment and personal responsibility in all aspects of performance

  • Recognized as a Student of the Business

  • Consistently sets and maintains high performance standards

  • Builds teamwork and trust

  • Seeks continual growth and development

  • Demonstrate behaviors consistent with Our Values

Mississippi Power a subsidiary of Southern Company, serves southeast Mississippi. We have a history of customer and community service, economic development leadership, environmental stewardship and employee involvement.

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Field: Customer Service

Job Type: Standard

Primary Location: Mississippi-Coastal Area-Gulfport

Operating Company: Mississippi Power Company

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

MPC Operations Center (16006gulfport)

16006 Vick Road

Gulfport, 39503

Req ID: MPC2001750

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