Business Analyst - Care Center WFM

Job Description

Description

Be a part of something powerful at America's premier energy provider!

At Exelon, we are united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are empowered to evolve and advance our careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come and stay. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives and health and retirement benefits.

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 shortterm 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

• This position is for a Forecasting and Scheduling Workforce Analyst. The position is responsible for tracking historical call volumes, forecasting future call volumes, performing interval service level and call volume analysis, creating and maintaining Care Center staffing plans.
• This role is responsible for maintaining and updating forecasts, analyzing and reporting of operational performance and development of contact center staffing plan.
• Tracks call volume, average handle times, number CSRs and attrition trends for all skill groups.
• Generates and maintains short term forecasts for call volume, average handle times, number of CSRs, back office load and other business requirements for multiple skill groups, utilizing Aspect WFM and custom models.
• Compile, track, and analyze inbound/back office workload drivers, integrating into model to improve forecast accuracy and understand impacts from various business strategies
• Evaluate prior day performance and provide details and/or potential reasons for service level misses/makes
• Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments and achieve budget objectives.
• Work with training and Care Center to coordinate new and continuation training for the CSRs.
• Oversee proactive scheduling of discretionary activities such as training, meetings, and overtime
• 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.

JOB 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

MINIMUM QUALIFICATIONS

• 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.
• 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 QUALIFICATIONS

• 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.
• 2+ years’ experience scheduling, forecasting or workload capacity analysis to include utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems. ·
• 2+ years’ experience with IEX WFM preferred