South Jersey Industries Metrics & Reporting Analyst in Green Lane Division, New Jersey

The position can be located in either Union, NJ or Atlantic City, NJ

Basic Function:

The Metrics and Reporting Analyst is responsible for conducting data analysis, preparing recommendations, and reporting on performance across Customer Experience channels. The incumbent will handle development and production of a wide range of reports, tools, and research that articulates historical information as well as modeling potential future results, leveraging their analysis to provide key business insights driven by data. The analyst will be responsible for creating and maintaining a dynamic reporting solution, using analytic tools such as Power BI to consolidate data from a wide range of sources, providing detailed analysis and recommendations based on the output. This role acts as a service provider to Customer Experience leadership for SJI Regulated Utilities, including developing well-presented reports and analysis, fulfilling ad-hoc data requests, and acting as a key resource for data driven recommendations.

Education:

  • Required:

  • Bachelor’s Degree in quantitative, business or computer-related field

  • 5 years of related experience can be substituted for a degree

Experience Required:

At least 3 years of combined experience in:

  • call center

  • call center metrics

  • analytics

  • data mining

  • developing reports.

Qualifications/Skills:

  • Strong analytical skills with attention to detail and accuracy

  • Ability to prioritize, organize, analyze and summarize data from multiple sources

  • Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others

  • Experience in developing high quality, dynamic reports that showcase excellent presentation skills

  • Experience with Power BI and SQL preferred

  • Familiarity with database design, maintenance and integration

Other:

  • Highly proficient with Microsoft Office Suite

  • Experience with CC&B and Cisco UCCE/UCCX preferred

Essential Function:

  • Provide support to Customer Experience leadership by delivering dynamic, well presented, detailed reporting on a variety of functional areas related to Customer Experience and Operations.

  • Compile, distribute, and analyze daily, weekly, and monthly reports on Customer Experience channel performance

  • Consolidate data from multiple sources, organizing and structuring in a way to allow for in depth analysis, leveraging automation and integrating into advanced analytics tools (i.e. Power BI) wherever possible

  • Collaborate with Customer Experience leadership to identify opportunities to leverage data in supporting process optimization, strategic goals, and decisions

  • Leverage analysis and understanding of business to provide data driven recommendations, collaborating with functional areas throughout the organization to support your proposals

  • Complete operational analysis of Customer Experience channels, determining Service Level targets and KPIs, leveraging data to optimize efficiency

  • Maintains a detailed record/log of all production reports Continuously evaluates needs of supported businesses to identify new or antiquated reporting requirements, and proposes solutions on maximizing reporting effectiveness

  • Identifies, evaluates, and implements process improvement opportunities identified through analysis

  • Performs other duties as assigned

    Physical Requirements:

  • Sitting

Environmental Working Conditions:

  • Normal Office Environment

Competencies:

Action Oriented

  • Identifies and seizes opportunities

  • Displays a can-do attitude in good and bad times

  • Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

Customer Focus

  • Meets expectations and requirements of internal and external customers

  • Earns customers’ trust and respect and establishes good customer relationships

  • Builds strong customer relationships and delivers customer-centric solutions

Interpersonal Savvy

  • Seeks first to understand then to be understood

  • Chooses the right places, times, and approaches to interact with individuals and groups

  • Relating openly and comfortably with diverse groups of people at all levels

Valuing Differences

  • Seeks to understand different perspectives and cultures

  • Contributes to a work climate that values and supports differences

  • Ensures that different experiences, styles, backgrounds, and perspectives are leveraged appropriately

Cultivates Innovation

  • Values learning, change and seeks situations to increase one’s knowledge

  • Continually looks for ways to expand technical, functional and/or leaderships capabilities

  • Creates new and better ways for the organization to be successful

Explore the Possibilities

If you're looking to make an impact, South Jersey Industries is the perfect place. For interns, college graduates, or experienced professionals, at South Jersey Industries we look for enthusiastic, talented professionals at every level of our enterprise. From call center representatives with excellent people skills to engineers with the vision and expertise to design tomorrow’s energy infrastructure, we know that our people fuel our success. We take pride in recruiting the best talent available for every facet of our business. Explore the possibilities. You'll be sure to find an opportunity that piques your interest.

  • We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money

  • We provide an opportunity to build a successful and rewarding career in a variety of functional business areas

  • We foster individual talents and abilities while promoting the value of teamwork

  • Our culture prepares you for a lifetime of learning and professional development

Equal Opportunity/Affirmative Action Employer

South Jersey Industries (NYSE: SJI), an energy services holding company based in Folsom, NJ, operates its business through two primary subsidiaries. South Jersey Gas, one of the nation's fastest growing natural gas utilities, delivers clean, efficient natural gas and promotes energy efficiency to over 365,000 customers in southern New Jersey. SJI's non-regulated businesses, under South Jersey Energy Solutions, promote efficiency, clean technology and renewable energy by developing, owning and operating on-site energy production facilities ' including Combined Heat and Power, Solar, and District Heating and Cooling projects; acquiring and marketing natural gas and electricity for retail customers; providing wholesale commodity marketing and risk management services; and offering HVAC and other energy-efficiency related services. For more information about SJI and its subsidiaries, click here.