Sr Business Analyst - Call Center (Quality & Analysis)

Location: OAKBROOK TERRACE, IL, United States
Organization: ComEd
Job ID: 222236
Date Posted: Oct 12, 2019

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Job Description

Description

*This role is based out of our Oakbrook Terrace, Illinois location and is not a remote opportunity.  Please check out the "preferred qualifications" for ideal candidate skill target.*

At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

PRIMARY PURPOSE OF POSITION

Care Center Quality Assurance Senior Business Analyst. Perform detailed analysis and present comprehensive reporting that will highlight and prioritize critical process improvements from a customer view point. Identify process improvement opportunities and work to resolve the pain-points by partnering with stakeholders. Strive to remove roadblock(s) that will enhance the customer journey. Complete call reviews and monitoring of Care Center live calls/or call recordings & obtain customer care industry best practices to shape existing processes and procedures.  Leverage customer journey mapping skills to improve company practices and processes to be more customer centric while meeting company and state policies (i.e. Part 280). Analyze and interpret complex trending and variances data that will inform business case development and other operational recommendations to improve key performance indicators (KPI) such as First Call Resolution, CSAT and Quality performance. Develop, organize and present performance reports that will illustrate results of the process improvements.

 

Position is required to work extended hours, including 24X7 coverage during storms or other emergency response support.

PRIMARY DUTIES AND ACCOUNTABILITIES
1. Perform analysis to support improvements to Quality Assurance, First Call Resolution, and CSAT.

2. Management of specific Customer Satisfaction initiatives and support the   advancement of the Premier Customer Experience.

3. Research business best practices within and outside the organization to establish benchmark data. Evaluate process data to initiate, develop and recommend business practices and procedures that focus on enhanced customer experience, lower customer effort and improve First Call Resolution.

4. Perform advanced analysis and prepare reports to support business operations.
5. Conduct trending, variance analysis, business case development and other operational analysis.

6. Monitor and coordinate activities to manage operational performance and make recommendations for improvement.

7. Track, maintain, analyze and provide current information on the operation’s business scorecard or key performance indicators (KPIs). 

8. Provide analytical and operational support to the business unit.
9. Engage in process improvement strategies. Enhancement of the customer journey.

10.Utilize problem solving / process improvement methodologies such as Six Sigma training. 

11. Support and contribute to the development of short-term and long-range business planning. Conduct call reviews and monitoring of Care Center live calls and/or call recordings.

12. May develop, implement evaluate or lead projects or initiatives (e.g. process improvement initiative, PCE initiatives, business plans).

13. Utilize SQL skills to develop queries to gather First Call Resolution intelligence and for other business needs.

Qualifications

POSITION SPECIFICATIONS

Minimum Qualifications:

Bachelor’s degree in Business or Engineering AND 5 - 8 years related business experience, or in lieu of Bachelor’s degree, a minimum of  9 - 12 years relevant business experience is required.

 

Comprehensive understanding of applicable standards, methods, processes and practices, business fundamentals, and performance metrics in the specific functional area supported by this position (e.g., asset management, electric or gas operations, customer service, transmission and substation, distribution system operations, regulatory and external affairs, transmission operations and planning).

 

Advanced proficiency in standard software applications (e.g., Microsoft Word, Excel, Access, PowerPoint, Project), specialized business technologies and applications (e.g., workforce management, project management, PassPort, Brio, CIS, EPS, Business Objects, SAP planning, business modeling, forecasting, voice response unit, automatic call distributors, work management, outage management) to retrieve and analyze data in support of business needs.

 

Ability to provide in-depth analysis and apply managerial accounting concepts, customer intelligence gathering, forecasting, staff planning, scheduling, analytical and statistical problem solving, financial, accounting, business and budget analysis.

 

Demonstrated strong analytical skills for project evaluation including analysis of complex projects with economic, financial, risk and decision analysis.  Proficient in business case development and ability to effectively present business cases to business unit leadership.

 

Customer driven with good oral and written communications skills and strong analytical, problem solving and project management skills.

 

Comprehensive knowledge of the practices, procedures and principles of performance analysis (trending, root cause and gap analysis) benchmarking and audit compliance.  Ability to analyze organizational data and complex problems, interpret and recommend alternative courses of action, and implement intervention strategies to attain performance targets. 

 

 

Preferred Qualifications (Preferred candidate will have the following education and skills):

  • MBA or relevant advanced degree

  • Comprehensive understanding of applicable standards, methods, processes and practices, business fundamentals and performance metrics in the specific area supported by this position (e.g., Quality Assurance, Customer Service, First Call Resolution, Customer Experience, Customer Channels, Resource Management, Real-Time Planning, Trending and Analysis).

  • Advanced proficiency in standard software applications (e.g., Microsoft Word, Excel, PowerPoint, Project, Visio etc.). Specialized and skilled in business technologies and applications (e.g., NICE Recording system, SQL, Power Apps, Speech Analytics, Process Mapping, Journey Mapping, Workforce Management, Project Management, Hyperion, CIS, Business Modeling, Forecasting, Voice Response Unit, Change Management, Outage Management, Customer Survey Data etc.) to retrieve and analyze data in support of business needs.

  • Ability to provide in-depth business process analysis and apply managerial concepts, customer intelligence gathering, process re-engineering/ process mapping, trend analysis, analytical and statistical problem solving, and benchmarking analysis.

  • Demonstrated strong analytical skills for project evaluation including analysis of complex projects with customer impact, financial risk and decision analysis. Proficient in business case development and ability to effectively present business cases to business unit leadership. 

  • Customer driven with good oral and written communication skills and strong analytical, problem solving, project management skills. 

  • Comprehensive knowledge of the practices, procedures and principles of performance analysis (trending, root cause and gap analysis) benchmarking and audit compliance. Ability to analyze organizational data and complex problems, interpret and recommend alternative courses of action, and implement intervention strategies to attain performance targets.

POSITION SCOPE

 

This is an individual contributor position that works under general supervision and frequently performs non-routine work.

This position is expected to resolve most questions and problems through interaction with internal and/or external stakeholders, executives, directors, managers, and staff across the organization, and refers only the most complex issues to higher levels.

On occasion, may mentor less experienced colleagues.


Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

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