Customer Service Analyst, Senior Planner
About The Position
The Customer Service Analyst provides support for business decisions affecting budget, service levels, technical events, and contact center staffing. The role includes scheduling and intraday planning, emergency on-call support, problem solving and data analysis, issue management, critical staffing decisions, and broad communication with agents, supervisors, and managers during technical, emergency, non-critical, and critical events. This hybrid position is performed from a remote office and from the Fresno or Sacramento office once per week, and as business needs require. The position supports staffing plans for a contact center of approximately 800–1,000 employees and includes a 24/7 on-call commitment for operational support. It also leads scheduling and staffing responses during major weather, wildfire, and Public Shut Off events. The stated Bay Area salary range is $90,000–$136,000. The position is eligible to participate in PG&E discretionary incentive compensation programs.
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 manage and prioritize workloads, including day-to-day onsite functions, ad hoc requests, and individual analyses or projects.
Nice To Haves
- Bachelor of Arts or Bachelor of Science 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.
- Competency in applying business and marketplace knowledge to advance organizational goals.
- Ability to manage multiple key analyses, process improvement efforts, and/or projects while supporting local day-to-day operational needs.
- Advanced ability to analyze findings and recommend actions, including associated cost and efficiency gains.
Responsibilities
- Forecast daily and half-hourly staffing requirements for 800–1,000 associates and make critical business decisions affecting KPIs.
- Troubleshoot technical applications used for scheduling, skill management, content delivery, and web-based entry forms.
- Provide operational support on a 24/7 on-call basis.
- 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 receive appropriate calls and systems remain stable; use what-if analysis to optimize contact center solutions.
- Conduct audits and trend analyses of contact center efficiency and budget concerns, including attendance, exceptions, average handle time, repeat calls, overtime, undertime, agent call profiles, and service levels.
- Update business partners about changes in focus and trends, and respond to their questions.
- Lead scheduling for pre-planned training for all agents, including ongoing training and specialized focus groups.
- Lead staffing planning and decision-making during major weather, wildfire, and Public Shut Off events, including voluntary, mandatory, and emergency overtime.
Benefits
- Eligible to participate in PG&E discretionary incentive compensation programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
