Iberdrola USA Lead Analyst - Customer Relations Center (NYSEG) 64385 in United States


Business and Department

NYSEG-NY-Binghamton SC Vestal,NY



Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:

Serve as a subject matter expert on all core workforce management functions including staff planning, forecasting, scheduling, intraday management and reporting for insource and outsource operations. Provide process improvements to increase efficiencies within the WFM team and customer care organization. Responsible for reporting and analysis of KPI performance against targets and achievements.

Assist contact center supervisors/managers with achievement of service level and productivity goals. Manage the proper balance between service levels and labor efficiencies. Assist in on-going education and training of the contact center supervisor/managers on effective methods and tools for running efficient, high quality business units.

MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):

  1. Provide detailed reporting and analysis of contact center KPI performance against targets and achievements. (25%,P)
  2. Provide reporting and analysis on effectiveness of contact center IVR and ACD platforms including call routing and self-service efficiency. (20%,P)3. Assist with forecasting and capacity planning for outsource contact centers. (15%,P)
  3. Assist WFM & Quality manager in implementing consistent, scalable and efficient WFM processes across Avangrid operating companies. (10%,S)5. Partner with contact center supervisor and managers to identify opportunities to improve agent efficiency and

productivity. (10%,P) 6. Works with back office groups to balance day to day impacts on contact center performance. (10%,S) 7. Assist in administration of WFM tools and technology. (5%,S) 8. Assist mentoring/coaching less tenured team members on best practice WFM processes. (5%,S)


JOB REQUIREMENTS: Education, Skills, Abilities, & Competencies :

Bachelors Degree with a minimum of 3 years relevant experience preferred. Associates Degree with a

3+ years direct experience in Customer Care Center volume forecasting and Workforce Management,

minimum of 5 years relevant experience required.

  • preferably in a multi-channel, multi-vendor/site environment

3+ years direct experience using WFM software and scheduling tools. Demonstrated knowledge and understanding of contact center key performance indicators. Experience working with multiple ACD platforms preferred (e.g. Avaya, Genesys, Aspect, Cisco, etc.) Experience creating or modifying IVR/ACD call flows. Advanced MS Excel (complex functions, pivot tables, macros, etc.) Established written and verbal skills, public speaking. Project management and leadership experience. Experience working in a union environment preferred.


Able to work with minimal supervision in both structured and unstructured work environment. Excellent verbal and written communication skills. Strong analytical, decision making and problem solving skills. Excellent organization skills. Ability to manage and lead projects including outside consultants and vendors. Ability to coach and enhance Team Effectiveness.

AVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action toemploy and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, protected veteran status or any other status protected by federal, state, or local law. The Company is committed to a policy in all of its employment practices of equal opportunity without regard torace, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status,

veteran status, sexual orientation, or other protected status.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 833-246-6347 or careers@avangrid.com.

Company: NY State Electric & Gas Company

Department: Workforce Management & Quality

Job Title: Lead Analyst - Customer Relations Center

Reports to: Manager, Workforce Management & Quality Assurance

Location: Binghamton, NY, US I (remote options) Orange, CT, US I or Augusta, ME, US I

Cross Company Responsibility: Y

REFERENCE: 5098102801

Publication date: 18.07.2018