Customer Contact Analytics Associate

PSEG•Newark, NJ

5h•Hybrid

About The Position

This opportunity is open to current PSEG employees only. Customer Contact Analytics Associate is a MAST supporting role for the Workforce management team. This role focuses on administrative duties, daily reporting, scheduling, CSR extension assignment, and system support to enhance workforce efficiency, employee performance, and overall operational effectiveness.

Requirements

Bachelor’s Degree or in lieu of a degree, a minimum of 3 years of professional customer contact or analytics experience
Proficient in Microsoft Word, Excel, Outlook, and M365 tools
Demonstrated organizational and communication skills (written and verbal)
Demonstrated analytical skills and experience
Ability to work independently while collaborating effectively within a team environment
Compliance with the Department of Energy's regulation 10 CFR 810 is required.
If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a “Generally Authorized” destination on the attached list not also a citizen, national, permanent resident of any country not listed; OR (4) a “Protected Individual” under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).

Nice To Haves

Ability to lead a process or small project team
Experience with a call center environment
Lean Six Sigma training
SAP/CRM experience

Responsibilities

Work on analytical collection projects which may include continuous improvement assignments; data extraction; technical/financial review and analysis; compiling, monitoring, evaluating and analyzing performance metrics toward achievement of scorecard targets.
Maintain workforce management process which includes analyzing data, produce and analyze various reports and performance measures to improve overall call center productivity.
Assist with workforce-related processes such as schedule maintenance, training integration, meetings, and off-line activity tracking.
Leverage NICE system workforce management to optimize call center operations, employee performance and quality.