Real Time Performance Analyst-Customer Care - NiSource

The Real Time Analyst coordinates real-time Customer Care Center workforce management activities to cover Contact Center Customer Service hours of operation and conducts various statistical reports related to workforce resources. Accountable for monitoring intraday events and performance according to daily, weekly, and monthly forecasts/plans and initiates or recommends action plans based on service level objectives.Participates in daily huddle sessions to communicate Customer Care Center intra-day plan.  Works and communicates with Customer Care Center Workforce Management team and Operations teams for awareness and coordination of Customer Care Center activities. 

Principle Duties & Responsibilities 

• Coordinates with multiple sites to develop Customer Care Center workload forecasts and coordinates vacation slots with the WorkforceManagement team. 

• Responsible for intra-day scheduling of CSR coaching sessions with Team Leaders. 

• Proactively completes Customer Service Representative skill changes in accordance to intra-day needs. 

• Actively monitors daily Customer Care Center performance and recommends intra-day adjustments to meet established service levels.  

• Analyzes Customer Care Center statistics generated from reports to identifyoverall performance results, such as call volume, ASA, abandonment rate, and average handle time for multiple sites. 

• Provides statistical performance data to performance reporters.  

• Works with Customer Care Center Management, Human Resources, and Labor Relations to ensure adherence to company policies and contractual requirements. 

• Produces daily, weekly, monthly, and annual reporting to assist in operational decision making and resource planning.   

• Serves as a liaison between Customer Care Center operations and workforce planning to coordinate workforce activities.   

• Assists Managers and Workforce Coordinators in understanding the impact of events that occur throughout the day.\ 

• Coordinates real-time workforce activities during Customer Service hours of operation. 

• Conducts basic statistical analysis related to workforce resources.  

• Performs other duties as assigned.  

Required Qualifications for Position 

• Bachelor’s degree in Data Analytics, Engineering, Accounting, Business, Economics, Information Systems, or equivalent work experience. 

• One (1) to two (2) years of experience in data and analytics role.   

• Requires knowledge of Customer Care Center performance metrics and KPIs. 

• Requires a specialized knowledge and understanding of the business systems (i.e., Genesys Suite, Tableau, and Power BI), and processes used in the Customer Care Center to recommend resource plans, coordinate work activities, and produce reports to assist in operational decision making. 

• Requires resolving problems related to unexpected statistical anomalies and changing service level objectives by interpreting established methods and referring to historically similar situations.  

• Ability to trouble shoot and present workable solutions. 

• Demonstrated written, verbal, and interpersonal skills. 

• Self-motivated and can work well alone or within a team atmosphere. 

• Microsoft Office Product Suite with an intermediate level of Microsoft Excel. 

• Occasional travel required.  

Preferred Additional Qualifications for Position  

• Experience in use of call center applications.  

• Detailed understanding of intra-day performance.  

• Knowledge of statistical methodology of data analysis.  

• Proficient in the use of Microsoft Access. 

Disclaimer 

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position. 

Inclusion and Diversity: 

• Value inclusion within your day to day responsibilities by respecting others' perspectives/convictions, engaging others' opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners. 

• Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds. 

• Treat others with respect and consideration.  Actively participate in creating and contributing to a positive work environment/ 

Safety: 

• Promote a safe work environment by actively participating in all aspects of our employee safety program.   

• Report any unsafe conditions and take actions to prevent personal injuries.   

• Support our interdependent safety culture by ensuring the safety of your co-workers.   

• Stay focused on the task at hand and promote productivity through good work habits.