Customer Service Analyst, Senior

• Responsible for forecasting daily and half-hourly staffing requirements to ensure the right number of associates (800-1,000 employees), with autonomy to make critical business decisions that impact KPI's
• Troubleshoots technical applications that apply to scheduling, skilling management, content delivery, and web-based entry forms
• 24/7 On-Call commitment for Operational Support
• Manages tech-down events from start to finish locally, partnering with call routing, network, and IT partners to resolve any range of contact center issues
• Plan and schedule for absenteeism, meetings, training requirements, offline time, and coaching sessions that align with budget and customer requirements
• Manages and resolves scheduling issues and skill profiles ensuring that agents take appropriate calls, and system stability, to include what-if scenario-based analysis to optimize contact center solutions
• Executes audits and trend analyses on Contact Center efficiency or budget concerns including attendance, exceptions, average handle time, repeat calls, over-time, under-time, agent call profiling, and service level
• Provides updates to business partners about changes in focus and trends with adequate understanding to field questions
• Leads the scheduling effort of pre-planned training for all agents, for both ongoing and specialized focus groups
• Supports and acts as Lead during all major weather, wildfire, Public Shut Off Events as it relates to staff planning and decision making for voluntary, mandatory, and emergency overtime

• High School Diploma
• Equivalent experience or relevant technical trade school/training
• BA or BS degree or related discipline or equivalent experience or technical training
• LEAN and/or Six Sigma Certification or PM certified
• Strong Utility industry understanding
• Ability to solve complex problems involving arithmetic as needed to perform at job level
• Competency in applying knowledge of business and the marketplace to advance the organization goals
• Ability to manage multiple key analyses, process improvement efforts and/or projects, while supporting the local team's day to day operational needs
• Advanced in an analyze and recommend approach for findings and associated cost/efficiency gains imbedded in recommendations
• Manage and prioritize workload including day to day onsite functions, ad hoc requests, and individual analyses/projects

Eligible to participate in PG&E's discretionary incentive compensation programs