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Southern Company Senior Operations Analyst in Riverdale, Georgia

Senior Operations Analyst



This position will report to Customer Service Operations & Support Manager to provide strategic analysis and reporting to support the Customer Care Centers (CCC) for Southern Company Gas. The incumbent in this role is responsible for workforce planning and analysis for short-term and long-term staffing & volumetric forecasting, metrics, scorecards, business and system process improvements, and other operational support and duties. This position will also support Speech Analytics in developing reports, dashboards and spreadsheets to track various performance metrics. This role will serve as a liaison for CCC internal and external business partners (i.e. Training, IT, Business Intelligence Analysis, RM-Forecasting).


Functional Expertise & Business Acumen:

  • Develop analytical models and solutions to complex data-driven problems to effectively document and communicate process improvements.

  • Conduct short-term and long-term forecasting and trend analysis and communicate findings to leaders.

  • Prepare reports and dashboards routinely of contact center metrics for volumes, staffing, speech analytics, etc.

  • Ensure business processes and technology are aligned.

  • Conduct research and provide analytical support to assess tactical and strategic objectives.

  • Analyze, review, and forecast data for budget and financial planning.

  • Interpretation of data and presenting recommendations for business solutions.

  • Strong problem-solving skills that enable quick identification and efficient resolution of issues.

Engagement & Driving Results:

  • Partner and establish ongoing communication with departmental leadership to provide updates on critical initiatives, challenges, and opportunities.

  • Responsible for driving individual and organizational results, organizing and prioritizing work, evaluating results and taking corrective action as needed.

  • Manage multiple and diverse priorities in a deadline driven environment, time management.

  • Operate as a self-starter, be able to work independently with minimal supervision.

  • Seeks opportunities to learn and transfer knowledge to others.

  • Ability to engage with all levels of leadership.


Education, Certifications/Licenses:


BA/BS degree preferred: finance, accounting, mathematics, statistics, economics, data science or similar field/equivalent work experience.

Related Work Experience:

Required or similar field/equivalent work experience:

  • 2-3 years of forecasting, statistical modeling, or data analysis.

  • 2-3 years of customer service experience (i.e. workforce planning, forecasting, speech analytics, call center management, etc.) and/or operations experience in utility industry.

  • 2-3 years of business-related systems (i.e. Verint/Avaya Workforce Optimization, CIS and Speech Analytics, etc.).


  • Advanced knowledge of forecasting, statistical modeling, or data analysis.

  • Advanced knowledge of business-related systems (i.e. Verint/Avaya Workforce Optimization and Speech Analytics, etc.).

Specific Skills & Knowledge:


  • Strong conceptual and analytical thinking skills.

  • Advance strategic and forecast modeling.

  • Excellent written and verbal communication skills.

  • Able to maintain a high degree of confidentiality.

  • Ability to be agile in a fast-pace dynamic environment.

  • Expert proficiency MS Excel, PowerPoint, Word.

  • Microsoft Power BI, Verint/Avaya Workforce Optimization, CMS Supervisor, PeopleSoft experience is a plus.


  • Basic proficiency MS Project Management.

Working Conditions/Physical Requirements:

  • Position is in an office environment that requires some travel (0-25%).


This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Riverdale

Operating Company: Southern Company Gas

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

South Customer Service Center - 540 Georgia Highway 138 SW (540RiverdaleCODE)

540 Georgia Highway 138 SW

Riverdale, 30274

Req ID: GAS2003077