Customer Service Analyst Senior

Requisition ID # 172229 

Job Category: Business Operations / Strategy 

Job Level: Individual Contributor

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Sacramento

Job Summary

Provides support for business decisions impacting budget, Service Level, technical events, and Contact Center Staff. Customer Service Analyst responsibilities include scheduling and intraday planning support, on-call for emergencies, problem solving and data analysis, issue management (internal/external), critical staffing decisions that influence/impact the business, and widespread communication to Agents, Supervisors, and Managers during technical, emergency, non-critical and critical events.

This position is hybrid, working from your remote office and Fresno or Sacramento once per week and based on business needs.  

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity.  

This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.  

A reasonable salary range is: 

Bay Area Minimum:    $90,000
Bay Area Maximum:    $136,000

Job Description

• Responsible for forecasting daily and half-hourly staffing requirements to ensure the right number of associates (800-1,000 employees), with autonomy to make critical business decisions that impact KPI’s.

• Troubleshoots technical applications that apply to scheduling, skilling management, content delivery, and web-based entry forms. • 24/7 On-Call commitment for Operational Support.

• Manages tech-down events from start to finish locally, partnering with call routing, network, and IT partners to resolve any range of contact center issues.

• Plan and schedule for absenteeism, meetings, training requirements, offline time, and coaching sessions that align with budget and customer requirements.

• Manages and resolves scheduling issues and skill profiles ensuring that agents take appropriate calls, and system stability, to include what-if scenario-based analysis to optimize contact center solutions.

• Executes audits and trend analyses on Contact Center efficiency or budget concerns including attendance, exceptions, average handle time, repeat calls, over-time, under-time, agent call profiling, and service level.

• Provides updates to business partners about changes in focus and trends with adequate understanding to field questions.

• Leads the scheduling effort of pre-planned training for all agents, for both ongoing and specialized focus groups.

• Supports and acts as Lead during all major weather, wildfire, Public Shut Off Events as it relates to staff planning and decision making for voluntary, mandatory, and emergency overtime.

Qualifications

Minimum

• High School Diploma

• Minimum of five years or related work experience in contact center environment, to include contact center applications and data analysis. 

Desired

• BA or BS degree or related discipline or equivalent experience or technical training

• LEAN and/or Six Sigma Certification or PM certified

• Strong Utility industry understanding

• Ability to solve complex problems involving arithmetic as needed to perform at job level.

• Competency in applying knowledge of business and the marketplace to advance the organization goals.

• Ability to manage multiple key analyses, process improvement efforts and/or projects, while supporting the local team’s day to day operational needs

• Advanced in an “analyze and recommend” approach for findings and associated cost/efficiency gains imbedded in recommendations.

• Manage and prioritize workload including day to day onsite functions, ad hoc requests, and individual analyses/projects.