Description
POSITION PURPOSE
Under general direction, provide operational and data analytics support in the Customer Center department. Develop and enhance department processes and reporting. Support software platforms through bug and enhancement identification and testing.
DUTIES AND RESPONSIBILITIES
- Collaborates cross-functionally with both internal and external business partners, consultants, and vendors.
- Assists in improving the customer experience and provides value-added business changes through a wide variety of reporting tools, data collection methods, interpretation, and communication of issues.
- Develops database queries to be used in routine business monitoring as well as in ad hoc situations to further support leadership decision-making.
- Provides data analysis, identifies trends, and generates reports for leadership, including but not limited to phone metrics, accounts aging and receivable, third-party functions related to billing and payment processing as well as credit and collections-specific functions.
- Interprets raw data and provides recommendations for strategies to enhance business outcomes.
- Assists in the end-to-end administration of business processes and various software platforms related to core phone infrastructure, IVR, call recordings, staffing level/call volume forecasting, collection agency referral processing, automated collection phone calls, and core customer information systems including integrations to key supporting elements such as My Account and third-party payment-processing web services.
- Represents business area as needed within various stages of the iterative/agile project management framework; i.e., ideation, requirements, design, test, and deploy.
- Assists in the identification and prioritization of system defects/enhancements.
- Develops new and/or updates existing documentation related to department policy, procedures, training manuals, and system user guides related to various software applications.
- Performs other duties as assigned, including but not limited to serving on the on-call rotation for service outages and after-hours collection calls as well as being a supervisory backup in the absence of Customer Center management staff.
QUALIFICATIONS
Education and Experience
- A bachelor's degree in business, economics, information technology, mathematics, statistics, or equivalent.
- Two to five years of relevant business experience preferred.
- Experience writing and conducting business analysis with data queries through Microsoft SQL Server, Oracle SQL Developer, or equivalent.
- Moderate to advanced working knowledge of Microsoft Excel, especially as it relates to data formulas and pivot tables.
- Demonstrated experience working with large amounts of data and information in a complex regulatory environment preferred.
Knowledge and Skills
- Advanced ability to collaborate with diverse sets of stakeholders at different levels to accomplish mutual goals.
- Demonstrated "multipliers" behavior, i.e., able to amplify the intelligence and talent of those around them.
- Strong analytical, quantitative, and root-cause problem-solving skills.
- Proven ability to be a holistic thinker when problem solving and recommending solutions.
- Highly organized with attention to detail.
- Strong oral/written communication skills with proven ability to articulate questions, answers, and concerns in a concise manner to ensure situations are addressed as efficiently as possible.
- Proven ability to interpret, summarize, and communicate critical business findings to senior leadership/executive teams.
- Proven ability to prioritize and maintain flexibility in a fast-paced, dynamic, service-oriented work environment.
- Self-motivated with ability to learn new processes and/or systems quickly.
- Strong internal and external customer orientation.
Contact
Madison Gas and Electric
Wisconsin United States
www.mge.com
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