Senior Operations Analyst- Customer Experience

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Senior Operations Analyst- Customer Experience

Position type: Full Time/Exempt 

Location: 100% Remote

CleanChoice Energy’s Customer Experience team is looking for a temporary Workforce Management Senior Analyst. The successful candidate is a strategic thinker with strong analytical skills who will provide a great customer and employee experience by effectively delivering analytical expertise to optimize all care center operations.The team will rely on you for process analysis, data analytics, performance management reporting, forecasting, demand planning, troubleshooting applications and platforms, IVR configuration, staffing and capacity planning, scheduling and resource planning, and other work that may be required.

Responsibilities

• Develop and execute forecasting and demand planning models.
• Execute real-time management processes.
• Maintain and run daily and weekly scheduling tasks.
• Participate in developing analysis, planning, administration, and communication of a broad range of business unit projects, processes, and practices.
• Research and analyze routine to moderate business/operations problems within the business unit.
• Partner with IT, Data Science team, vendors, and other workgroups to resolve issues
• as necessary.
• Collaborate and communicate with our operations partners to ensure alignment.
• Participate in analyzing and recommending new business processes, including new systems and enhancements to existing systems.
• Process improvement initiatives and gap identification.
• Analyze work process design, workflow, and technology solutions to streamline, automate, or improve processes.
• Maintain and support various reports or queries utilizing appropriate reporting tools.
• Gain consensus with key customer stakeholders
• Measure the results of executed strategies to determine their efficacy.
• Drive cross-functional opportunities for adoption improvement.
• Deliver adoption-related insights and readouts of specific outcomes.
• Identify resource requirements and dependencies and address gaps.
• Collaborate and communicate with our Operations partners to ensure alignment.

Qualifications and Skills 

• BA/BS degree or equivalent work experience.
• 2+ years of WFM experience.
• Demonstrated knowledge of business processes and operational expertise, including functions, procedures, processes, and computer systems.
• Advanced use of Excel, including v-look ups, pivot tables, formulas, macros, graphing, and troubleshooting errors within spreadsheets.
• Knowledge of Google Suite Applications.
• Experience working with FIVE9 applications.
• Experience working with DOMO B&I application.
• Excellent at articulating vision and planning execution of projects.
• Knowledge of federal and state laws, regulations, and standards impacting business function.
• Effective program management capabilities to lead initiatives and facilitate cross-functional collaboration and support.
• Collaborative, data-driven, problem solver who can identify and communicate the
• next steps from their analysis.
• Compelling storytelling and presentation skills.
• Strong stakeholder management and ability to dynamically work across multiple teams.
• Excellent written and verbal communication skills to influence outcomes with persuasiveness and credibility.
• You take a systematic, structured view of situations while staying focused on the big picture.
• You have excellent organizational skills, the ability to manage and balance multiple priorities, and the aptitude to set preferences and manage deadlines.
• You are a proactive problem-solver and detail-oriented.

About CleanChoice Energy

CleanChoice Energy is a leading renewable energy company empowering residential and commercial customers to reduce emissions and support clean energy through 100 percent renewable electricity. CleanChoice’s mission is to make clean energy accessible for everybody. CleanChoice supplies only clean renewable energy to customers, operating in eight states and the District of Columbia, bringing cleaner air closer to home. The company is a founding member of the Coalition for Community Solar Access, recently passed $1.5 million in total corporate donations to environmental and social impact organizations, and has been awarded the highest level of B Corp certification.

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