Customer Service Analyst, Senior

PG&E•Sacramento, CA

4d•Hybrid

About The Position

The Senior Customer Service Analyst supports business decisions affecting budget, service levels, technical events, and contact center staffing. The role provides scheduling and intraday planning support, problem solving, data analysis, issue management, critical staffing decisions, and communications to agents, supervisors, and managers during technical, emergency, non-critical, and critical events. The analyst forecasts daily and half-hourly staffing requirements for a contact center of approximately 800–1,000 employees and has autonomy to make business decisions affecting key performance indicators. The position troubleshoots scheduling, skilling management, content delivery, and web-based entry applications; manages technical outages; and plans schedules around absences, meetings, training, offline time, and coaching while aligning with budget and customer needs. The position has a 24/7 on-call commitment for operational support and leads staffing planning during major weather, wildfire, and Public Safety Power Shutoff events, including decisions about voluntary, mandatory, and emergency overtime. It is hybrid, working from a remote office and from Fresno or Sacramento once per week and as business needs require.

Requirements

High school diploma.
At least five years of related work experience in a contact center environment, including experience with contact center applications and data analysis.
Ability to solve complex problems involving arithmetic as needed for the job.
Ability to apply business and marketplace knowledge to advance organizational goals.
Ability to manage multiple analyses, process improvement efforts, or projects while supporting day-to-day operational needs.
Ability to analyze findings and recommend solutions that identify cost or efficiency gains.
Ability to manage and prioritize workload, including day-to-day onsite functions, ad hoc requests, and individual analyses or projects.

Nice To Haves

BA or BS degree in a related discipline, or equivalent experience or technical training.
LEAN and/or Six Sigma certification, or project management certification.
Strong understanding of the utility industry.

Responsibilities

Forecast daily and half-hourly staffing requirements for approximately 800–1,000 contact center associates.
Make critical business decisions that affect key performance indicators.
Troubleshoot applications for scheduling, skilling management, content delivery, and web-based entry forms.
Provide operational support through a 24/7 on-call commitment.
Manage technical outages from start to finish, partnering with call routing, network, and IT teams to resolve contact center issues.
Plan and schedule for absenteeism, meetings, training, offline time, and coaching in alignment with budget and customer requirements.
Manage and resolve scheduling issues and skill profiles to ensure agents take appropriate calls and systems remain stable.
Conduct what-if scenario analysis to optimize contact center solutions.
Audit and analyze trends in contact center efficiency and budget, including attendance, exceptions, average handle time, repeat calls, overtime, undertime, agent call profiles, and service levels.
Update business partners on changes in focus and trends and answer related questions.
Lead scheduling for planned training for all agents, including ongoing and specialized focus groups.
Lead staffing planning and decision-making during major weather, wildfire, and Public Safety Power Shutoff events, including voluntary, mandatory, and emergency overtime.