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Check with seller Analyst I/II Call Center Phoenix

Published date: April 3, 2022
  • Location: Phoenix, Arizona, United States

** This position may be filled in any of these locations **

Phoenix, AZ
Las Vegas, NV
Victorville, CA

ANALYST I

The Analyst I/Call Center is an individual contributor within a functional area (Workforce Management, Quality Monitoring) of the Call Center department at Southwest Gas Corporation responsible for supporting the workforce management functions within the Company’s call center or assuring quality customer service is provided to internal and external customers in compliance with Company and call center procedures and standards.

Minimum Qualifications

This position requires one to three years of relevant experience.

A bachel or’s degree in Business Administration or related field from an accredited university or prior experience working in multiple components of a call center environment is preferred.

Proficiency with Microsoft Office 365 Business Applications – e.g. PowerBI, SharePoint, PowerAutomate is preferred.

Essential Job Responsibilities

Workforce Management

Forecast long- and short-term call volume and staffing requirements necessary to meet service and financial objectives
Track and analyze historical call volume data to forecast monthly, weekly, daily and intraday call volume forecasts and recommend changes to standards as applicable
Monitor enterprise staff adherence to schedule levels and coordinate staffing adjustments with the call center to assure performance standards are achieved
Assist in the design and development of operational performance reports and reporting processes including historical reports and intraday performance data
Analyze, develop and recommend solutions to maximize reporting efficiencies and participate in implementation and training of those solutions
Perform related duties and responsibilities as assigned
Regular and predictable attendance is a condition of employment and is an essential function of the job

Quality Monitoring

Complete routine quality assurance tasks and activities including call monitoring and calibration
Review call center processes and procedures to assure continual improvement in work flow and team efficiencies
Analyze current Company policies and procedures and make recommendations for continual process improvement
Monitor the effectiveness of training provided to call center personnel and provide feedback to management
Act as subject matter expert on processes and procedures for related systems and tools used to perform quality monitoring
Develop and maintain performance data and reporting, as necessary
Perform related duties and responsibilities as assigned
Regular and predictable attendance is a condition of employment and is an essential function of the job

ANALYST II

The Analyst II/Call Center is an individual contributor within a functional area (Workforce Management, Quality Monitoring) of the Call Center department at Southwest Gas Corporation This position may be responsible for supporting the workforce management functions within the Company’s call center or assuring quality customer service is provided to internal and external customers. This position will also focus on CIC support responsibilities, including problem ticket management, end user support and testing. Extracting call center data and analysis and identifying trends and patterns with the information obtained. Additional duties of this position will include support for Workforce Management and Quality Monitoring.

Minimum Qualifications

This position requires three to five years of relevant experience.

A bachel or’s degree in Business Administration or related field from an accredited university or prior experience working in multiple components of a call center environment is preferred.

Proficiency with Microsoft Office 365 Business Applications – e.g. PowerBI, SharePoint, PowerAutomate is preferred.

Essential Job Responsibilities

Workforce Management

Forecast long- and short-term call volume and staffing requirements necessary to meet service and financial objectives
Analyze call center data and identify trends and patterns from that data
Track and analyze historical call volume data to forecast monthly, weekly, daily and intraday call volume forecasts and recommend changes to standards as applicable
Organize call center staff schedules
Monitor enterprise staff adherence to schedule levels and coordinate staffing adjustments with the call center to assure performance standards are achieved
Coordinate, design, development and prepare operational performance reports and reporting processes including historical reports and intraday performance data
Analyze, develop and recommend solutions to maximize reporting efficiencies and participate in implementation and training of those solutions
Perform related duties and responsibilities as assigned
Regular and predictable attendance is a condition of employment and is an essential function of the job

Quality Monitoring

Complete routine quality assurance tasks and activities including call monitoring and calibration
Review call center processes and procedures to assure continual improvement in work flow and team efficiencies
Extract call center data and analysis
Analyze current Company policies and procedures and make recommendations for continual process improvement
Monitor the effectiveness of training provided to call center personnel
Act as subject matter expert on processes and procedures for related systems and tools used to perform quality monitoring
Develop and maintain performance data and reporting, as necessary
Perform related duties and responsibilities as assigned
Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

Analyst I/Call Center: $55,682 - $69,602

Analyst II/Call Center: $64,131 - $80,164

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