Customer Contact Analytics Associate - #1689451

Requisition: 78040

PSEG Company: Public Service Electric & Gas Co.

Salary Range: $ 56,100 - $ 84,200

Incentive: PIP 5%

Work Location Category: Hybrid

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

Job Summary

Customer Contact Analytics Associate is a MAST supporting role to either the Quality Team or the Workforce management team. They assist with daily reporting, administrative duties and handled specific tasks within high profile processes such as After Call Survey, Gas Emergency Analysis, Call Center scheduling, forecasting and CSR extension assignment and maintenance.

Job Responsibilities

Work on analytical collection projects which may include continuous improvement assignments; data extraction; technical/financial review and analysis; compiling, monitoring, evaluating and analyzing performance metrics toward achievement of scorecard targets. Assist with daily, weekly and monthly forecasting, maintain workforce management process which includes analyzing data, tracking forecast accuracy, produce and analyze various reports and performance measures to improve overall call center productivity. Leverage new NICE system workforce management and call recording tools to optimize call center operations, employee performance and quality. Develop CSR work schedules including integrating training, meetings and developmental off-line time.

Job Specific Qualifications

• Bachelor’s Degree or, in lieu of a degree, a minimum of 3 years of professional customer contact or analytics experience
• Experience using Workforce Management Software (i.e. NICE, etc.)
• Proficient in Microsoft Word, Excel, and Outlook

• Demonstrated organizational and communication skills (written and verbal)
• Demonstrated analytical skills and experience
• Demonstrated experience in collaborating and coordinating with others

• Ability to lead a process or small project team
• Call center experience
• Lean Six Sigma training
• QA/QC Experience
• SAP/CRM Experience

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

As an employee of PSEG you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.

PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. This site (PSEG Careers and Job Openings) is strictly for candidates who are not currently PSEG employees, with the exception of PSEG employees who do not have company email addresses.

PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email [email protected].

If you need to request a reasonable accommodation to perform the essential functions of the job, email [email protected]. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

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