Associate Business Performance Analyst - Contact Intelligence

Dominion Energy•RICHMOND, VA

2d•$52,800 - $68,600•Hybrid

About The Position

The Contact Intelligence Team within Customer Contact Operations is seeking a curious, motivated, and analytical Associate Business Performance Analyst. The role supports workforce and vendor management, operational performance, technology readiness, data analysis and reporting, and continuous improvement. The analyst will learn to analyze operational data, identify trends and potential risks, support day-to-day contact center operations, and collaborate with experienced analysts and business partners to turn insights into action. The position supports performance across internal teams and vendor partners, including analysis of contact center activity, monitoring queues and operational conditions, reporting, operational readiness, technology issue escalation, and improvement initiatives. The analyst will partner with Technology, Operations, Customer Experience, and external vendors on enhancements, testing, implementations, process improvements, automation, and AI-enabled capabilities. A rotating duty assignment and after-hours, storm, and emergency-event support are required as needed. The position uses a hybrid 3-2 schedule: three days in the office and two days teleworking. The work environment is listed as office work 76–100%. Relocation assistance and work visa or employment authorization transfer or sponsorship are not available. The expected hiring base salary range is $52,800–$68,600. Dominion Energy describes its benefits package as including health, dental, and vision coverage, vacation, retirement plans with 401(k) contributions and matches, paid holidays, tuition reimbursement, bonus eligibility, sick leave, and disability insurance.

Requirements

0 to 3 years of relevant experience in business or data analysis, customer/contact center operations, workforce management, technology, finance, operations, or a related field; relevant internship, co-op, military, academic, or project experience may also be considered.
Demonstrated interest in data, analytics, technology, business operations, and problem-solving, with eagerness to learn and grow.
Working knowledge of Microsoft Excel or similar analytical tools, and willingness to develop proficiency with Power BI and other reporting and visualization tools.
Ability to analyze information, recognize patterns, ask thoughtful questions, and work through problems with appropriate guidance.
Strong written and verbal communication skills and ability to collaborate effectively with team members and business partners.
Curiosity, initiative, accountability, and learning agility, including willingness to take on challenges and develop knowledge of new processes, systems, and technologies.
Ability to manage priorities, adapt to changing business needs, and work effectively in a fast-paced operational environment.
Strong attention to detail and commitment to data accuracy and quality.
A bachelor's degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of the preferred education level.

Nice To Haves

Preferred disciplines include Accounting, Business, Economics, or Finance; other disciplines may be substituted.
Military service members and veterans with ranks from E3–E5, W1–W2, or O1–O3, with an appropriate equivalent combination of education and years of experience, will be considered.

Responsibilities

Support operational performance across internal teams and vendor partners to help meet service-level, customer experience, and business objectives.
Analyze real-time and historical contact center performance, including call volume, ASA, AHT, adherence, abandonment, service level, staffing, and queue performance.
Monitor contact center queues and operational conditions; identify trends, emerging risks, and opportunities; and work with team members to recommend actions.
Analyze data from multiple sources and prepare reports, dashboards, and performance updates for operations and leadership.
Support internal and vendor operations through performance monitoring, operational readiness, issue resolution, and resource coordination.
Monitor customer-contact technologies and operational platforms, identify issues, assess impacts, and support appropriate escalation.
Partner with Technology, Operations, Customer Experience, and external vendors on system enhancements, testing, implementations, process improvements, automation, and AI-enabled capabilities.
Participate in business improvement initiatives through data analysis, root-cause analysis, process documentation, and measurement of results.
Participate in a rotating duty assignment and provide after-hours, storm, and emergency-event support as required.