Requisition ID # 152474
Position Summary
Evaluates the effectiveness of customer impacting business processes, practices and procedures. Recommends improvements to current processes, practices and procedures to lower the cost to serve customers, either to reduce customer issues or reduce the time to resolve the customer issue, improving efficiency.
This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.
PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. This job is also eligible to participate in PG&E's discretionary incentive compensation programs. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.
A reasonable salary range is:
Bay Area Minimum: $98,000.00
Bay Area Maximum: $146,000.00
OR
California Minimum: $ 93,000.00
California Maximum: $139,000.00
Job Responsibilities
- Conducts studies and develops and uses metrics to develop recommendations related to business strategy and operations. Presents findings and proposed recommendations to leaders in terms of cost, benefit and return on investment.
- Partners effectively with various customer-facing and back-office organizations to escalate customer service processes causing dissatisfaction or inefficiencies, to drive action and improvements.
- Understand and analyze the customer journey to identify pain points, and innovative solutions to complex customer service technology or process gaps.
- Leverage operational data, especially call volume and key performance indicators, to identify customer trends/needs and areas of continuous improvement opportunities in the call center.
- Develop and execute end-to-end process recommendations to better support business needs.
- May manage small-to-mid-size projects.
- May provide guidance to Business Process Analysts and Business Process Analyst Associates, within Contact Center Operations, Residential Services & Digital Channels, and on strategic projects.
- Performs root cause analysis on complex processes that requires customized reports and data.
- Promote and encourage employee engagement, working with frontline call center employees to identify process gaps.
Qualifications
Minimum:
- Bachelors Degree in Business Administration or job-related discipline or equivalent experience
- Job-related experience, 4 years
Desired:
- LSS-Lean Six Sigma Green Belt certification
Pacific Gas and Electric Company
77 Beale St
San Francisco
California United States
www.pge.com
