Business Analyst - Call Center Reporting

Location: Philadelphia, PA, United States
Organization: PECO Energy Company
Job ID: 223788
Date Posted: Jan 10, 2020

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Job Description

Description

PRIMARY PURPOSE OF POSITION:


Perform general analysis and prepare reports to support business operations.  Conduct modeling, forecasting, trending, variance analysis, business case development, and other general financial and operational analysis.  Monitor and coordinate activities to support operational performance management (e.g., safety, reliability, service level, productivity, etc.).  Research and provide statistical financial and operational information.  Track, maintain, analyze and provide current information on the operation’s business scorecard or key performance indicators (KPIs).  Develop and organize performance reports for both internal and external use.  Contribute to the development of short-term and long-range business planning.  Provide analytical and operational support to the business unit.  

Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.


PRIMARY DUTIES AND ACCOUNTABILITIES 

- Support and contribute to the development of short-term and long-range business planning.  Conduct modeling, forecasting, trending, variance analysis, business case development, and other financial and operational analysis (e.g., operational effectiveness, budget, resource, workload, workforce and capacity utilization, competitor, etc.).

- Provide statistical information to ensure the most effective utilization of personnel, equipment and/or materials for business operations.

- Monitor and coordinate activities to support operational performance management (e.g., safety, reliability, service level, productivity, etc.).

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

- Perform analysis of the operation’s cost elements to ensure effective and efficient operations.  

- Prepare and analyze detailed standard and non-standard reports.

- Develop, organize and present detailed performance reports for both internal and external use.

- Provide analytical and operational support to the business unit.  


POSITION SCOPE:

This is an individual contributor position that woks 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.

May require working extended hours and/or shift work to support business operations.

Qualifications

POSITION SPECIFICATIONS 


Minimum:


- Bachelor’s degree in Business or Engineering AND 2 - 5 years related business experience, or in lieu of Bachelor’s degree, a minimum of 6 - 10 years relevant business experience is required.

- General 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).

- General 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 general analysis and apply managerial accounting concepts, customer intelligence gathering, forecasting, staff planning, scheduling, analytical and statistical problem solving, financial, accounting, business and budget analysis.

- General analytical skills for project evaluation including analysis of projects with economic, financial, risk and decision analysis.  Experience 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 general analytical, problem solving and project management skills.

- General 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 problems, interpret and recommend alternative courses of action, and implement intervention strategies to attain performance targets.  


Preferred:


- Bachelor’s degree and some relevant post-undergraduate coursework.


- In-depth experience in one or more programming language (e.g. Visual Basic, Python, R, SQL, etc.), and databases query languages


- Ideal candidate will have experience performing advanced quantitative analysis and developing and/or validating risk models to support senior management in running their quantitative strategies.


- Access and analyze data sourced from various Company systems of record. Support the development of strategic improvement plans.


- Provide expert data and analytics support to PECO Call Center



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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. 

VEVRAA Federal Contractor 

EEO is the Law Poster

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