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Associate Business Performance Analyst

Integrated Resources, Inc

This is a Contract position in Varina, VA posted February 9, 2021.

Job Title: Associate Business Performance Analyst

Location: Richmond VA

Duration: 5+ Months

Currently fully remote


Join a team of high performing analysts responsible for multiple simultaneous projects with critical due dates associated with the customer experience. Responsible for the contact center technology, workforce planning and scheduling, developing and analyzing numerous reports and metrics, identifying and troubleshooting technical issues that impact a customer’s ability to ensure proper staffing during weather events, and manages the flow of all inbound and outbound calls for contact centers and third party service provider.

Responsibilities include:
• Reporting for all Customer Account Management metrics and goals for Virginia and North Carolina inbound and outbound call volume, and all customer service social media contacts.
• Ad/hoc reporting requests for leadership.
• Voice/speech analytics and IVR auditing.
• Annual inbound call forecast based on historical trends and customer behavior for all residential and commercial calls for Dominion Energy contact centers and the third-party service provider.
• Work in collaboration with Dominion Energy IT and the call center technology vendors to identify and quickly resolve all technical issues that impact the contact centers service level and the ability for the customers to call and conduct business with Dominion Energy. This includes critical call types such as emergency and wire-down calls.
• Test and validate all technical changes to the IVR/ACD and desktop technology that is critical to the operations of the contact center.
• Collect and analyze data on customer behaviors to predict potential impact to staffing and call volume.
• Work closely with the Emergency Preparedness Center before, during and after a major weather event to ensure proper staffing.
• Review and approve all schedules for contact center staff meetings and special projects based on projected call volume to ensure proper coverage.

This role will have rotating storm duty shifts, may need to provide staff and voice of the customer updates, and work on technical issue management and shift release.

Top 3 skills:
Analytical business acumen
• Collaborative in a team environment
• Proficient Excel and Office skills

Nice to Have Skills:
IVR and Call Center metric familiarity
Voice and Speech data analytics

High Level Project Overview:
Repeat call reduction and first contact resolution, call volume monitoring, workforce management, technical support, metric reporting