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Customer Contact Analytics AssociatePublic Service Enterprise Group Inc • United States
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Customer Contact Analytics Associate

Public Service Enterprise Group Inc
  • US
    United States
  • US
    United States
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About

Requisition:
83862
PSEG Company:
Public Service Electric & Gas Co.
Salary Range:
$ 59,400 - $ 89,100
Work Location Category:
Hybrid Fixed
We're one of the country's largest energy companies, with a vision of powering a future where people use energy more efficiently and it's safer and delivered more reliably than ever. We're also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day. Here, you'll have the stability and exciting opportunities that come with being a Fortune 500 company - along with a supportive, friendly work environment where your contributions are valued.
We know life isn't one-size-fits-all, and neither is work. That's why we offer flexible work options depending on the role. In support of this model, roles have been categorized into one of three work location categories: 1. Onsite - roles where employees are expected to be onsite daily. 2. Hybrid fixed - roles that are a mix of remote work and onsite work fixed days each week 3. Hybrid flexible - roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).
As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.
More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you're looking for a place where you can build a meaningful career and help power and support our communities, we'd love to welcome you to the team.
PSEG is not offering visa sponsorship for this position.
Job Summary
This opportunity is open to current PSEG employees only.
Customer Contact Analytics Associate is a MAST supporting role for the Workforce management team. This role focuses on administrative duties, daily reporting, scheduling, CSR extension assignment, and system support to enhance workforce efficiency, employee performance, and overall operational effectiveness.
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. Maintain workforce management process which includes analyzing data, produce and analyze various reports and performance measures to improve overall call center productivity. Assist with workforce-related processes such as schedule maintenance, training integration, meetings, and off-line activity tracking. Leverage NICE system workforce management to optimize call center operations, employee performance and quality. Job Specific Qualifications
Bachelor's Degree or in lieu of a degree, a minimum of 3 years of professional customer contact or analytics experience Proficient in Microsoft Word, Excel, Outlook, and M365 tools Demonstrated organizational and communication skills (written and verbal) Demonstrated analytical skills and experience Ability to work independently while collaborating effectively within a team environment Compliance with the Department of Energy's regulation 10 CFR 810 is required. Desired:
Ability to lead a process or small project team Experience with a call center environment Lean Six Sigma training SAP/CRM experience
Some positions at PSEG require access to information covered by the Department of Energy's regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a "Generally Authorized" destination on the attached list not also a citizen, national, permanent resident of any country not listed; OR (4) a "Protected Individual" under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).
As an employee of PSEG, you should be aware that during emergency 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. Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. 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 a positive result.
If you are a current PSEG Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI.
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. 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 accommodations@pseg.com. If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision. ADDITIONAL EEO INFORMATION (Click link below) Know your Rights: Workplace Discrimination is Illegal
  • United States

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