Call Center Planning Analyst

New Jersey Resources • Wall, NJ

2d • Hybrid

About The Position

Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you’ll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits. New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Call Center Planning Analyst to forecast, monitor, and evaluate Call Center workload, staffing, and performance. Design, implement, and deliver standard and ad hoc statistical reports to support customer-focused, data-driven analysis and provide business decision support and insight. Collaborate with co-workers, the Business Intelligence Analyst, peers and partners in IT and other business units to continuously improve the quality, accuracy, and effectiveness of metrics and reporting. Develop and utilize a complete understanding of all supporting systems required for accurate reporting and operations, including a suite of call center technology and enterprise information systems.

Requirements

• Bachelor’s degree in business analytics, statistics, computer science or a related field is required.
• A minimum of four years of experience in call center scheduling or business intelligence is required.
• Strong analytical and problem-solving skills, proficiency with Automatic Call Distribution (ACD) systems and Microsoft Office, with in-depth knowledge of Excel.
• Proven intellectual curiosity regarding insight into data.
• Ability to meet deadlines, work under pressure, multi-task and work effectively with peers and the management team.
• Strong oral and written communication skills.

Nice To Haves

• Experience with Query tools, SQL programming language, and Business Intelligence software is a plus.

Responsibilities

• Analyze call center data and provide recommendations for process, skill, and call flow changes.
• Work collaboratively with the business intelligence analyst to continuously improve measurement, reporting and performance.
• Administrate call management system, virtual hold technology and coordinate telecommunication needs of the call center.
• Utilize Call Management System (CMS) to monitor and manage daily call volume, run reports, analyze peak call volume, abandon call patterns or other variables impacting performance.
• Optimize breaks, lunches, team meetings, training and coaching sessions to enhance staffing service levels.
• Develop and administer vacation scheduling.
• Provide database and analytical support for initiatives, projects and programs.
• Collaborate with the Contact Center Manager to understand what drives call center performance/results.
• Provide input, guidance, and support of day-to-day operation of the Call Center staffing level and performance.
• Construct accurate call volume forecasts using historical data, statistical models, and workforce optimization tools.
• Create shift schedules and overtime requirements for Customer Service Representatives in accordance with call volume forecasts, predicted shrinkage, and labor contract.
• Prepare and maintain records, reports and program information on a timely basis enabling effective management of the Call Center.

Benefits

• Medical insurance coverage from day 1
• 401k vesting immediate
• Employee insurance and medical plans, including prescription, vision and dental benefits.
• 401(k) program with generous company match.
• Company stock purchase plan.
• Wellness programs, including free on and off-site fitness centers.
• Employee Assistance Program (EAP).
• Tuition reimbursement program.
• Paid time off including paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level