Senior Business Performance - Contact Intelligence

Dominion Energy•RICHMOND, VA

4d•$81,900 - $106,400•Hybrid

About The Position

Dominion Energy is seeking a highly motivated, analytical, and results-driven Senior Business Performance Analyst to join Customer Contact Operations’ Contact Intelligence Team. The role supports workforce and vendor management, operational performance, technology and system readiness, data analysis and reporting, and continuous improvement. The analyst translates operational data into insights, identifies performance trends and risks, and works with internal teams and external vendors to drive solutions and measurable outcomes. The position balances day-to-day operational needs with longer-term strategic initiatives and calls for ownership, sound judgment, curiosity, and effective communication with business partners and leadership. The position follows a hybrid 3-2 schedule, with three days in the office and two days teleworking. Travel may be up to 25%. The role participates in a rotating duty assignment and provides after-hours, storm, and emergency-event support as required. Relocation assistance is not offered, and Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.

Requirements

At least 5 years of relevant experience in contact center operations, workforce management, business or data analytics, vendor management, technology support, or related business operations.
Ability to analyze operational data, identify trends and root causes, and translate findings into actionable business recommendations.
Strong understanding of contact center operations and performance metrics, including service level, ASA, AHT, adherence, abandonment, call volume, staffing, and queue performance.
Experience with reporting, visualization, and analytical tools.
Proficiency with Microsoft Excel.
Ability to independently solve complex operational or technical problems, assess risk, exercise sound judgment, and manage competing priorities.
Strong written and verbal communication skills, including the ability to explain complex information to operations teams, vendors, business partners, and leadership.
Ability to collaborate across functions, influence without direct authority, and drive issues or initiatives through resolution.
Strong attention to detail and commitment to data accuracy, process discipline, documentation, continuous improvement, and knowledge sharing.
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

Experience with Power BI.
A degree in Accounting, Business, Economics, or Finance; other disciplines may be substituted.

Responsibilities

Monitor internal and vendor operational performance to ensure service-level, customer experience, and business objectives are achieved.
Analyze real-time and historical contact center performance, including call volume, ASA, AHT, adherence, abandonment, service level, repeat contacts, staffing, and resource utilization.
Analyze data from multiple sources to identify trends, root causes, risks, and opportunities, and recommend actions to improve customer experience, productivity, and operational effectiveness.
Develop and maintain reports, dashboards, and performance updates that turn complex data into actionable insights and recommendations for operations and leadership.
Support internal and vendor operations through performance monitoring, issue resolution, operational readiness, and resource management.
Monitor customer-contact technologies and operational platforms; assess business impacts and coordinate escalation and response to system issues or outages.
Partner with Technology, Operations, Customer Experience, and external vendors on system enhancements, testing, implementations, process changes, automation, and AI-enabled capabilities.
Lead or support business improvement initiatives from problem definition and root-cause analysis through solution development and measurement of results.
Establish and improve process documentation, controls, reporting methodologies, and operating procedures.
Serve as a subject-matter resource and mentor to other analysts, using sound judgment and influence to support decisions and strengthen team capabilities.
Communicate operational performance, emerging risks, technology impacts, and recommended actions to business partners and leadership.
Participate in a rotating duty assignment and provide after-hours, storm, and emergency-event support as required.