Customer Service Analyst, Senior Scheduling (Sacramento, CA, US, 95833)

<p>Requisition ID # 172227 </p> <p><p>Job Category: Business Operations / Strategy </p> <p>Job Level: Individual Contributor</p> <p>Business Unit: Customer &amp; Corporate Affairs</p> <p>Work Type: Hybrid</p> <p>Job Location: Sacramento</p> <p> <p> <p> <p><div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong><span>Job Summary</span><span> </span></strong></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> </span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>Provides support for business decisions impacting budget, Service Level, technical events, and Contact Center Staff. Customer Service Analyst responsibilities include planning and scheduling support, on-call for emergencies, problem solving and data analysis, issue management (internal/external), critical staffing decisions that influence/impact the business, and widespread communication to Agents, Supervisors, and Managers.</span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>This position is hybrid, working from your remote office and </span><span>Sacramento or Fresno</span><span> once per week and based on business needs.</span><span> </span><span> </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span> </span><span> </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>PG&amp;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.  </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span> </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>This job is also eligible to participate in PG&amp;E’s discretionary incentive compensation programs.</span><span> </span><span> </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span> </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>A reasonable salary range is: </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>Bay Area Minimum:    $90, 000</span> </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>Bay Area Maximum:    $136,000</span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> </span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong><span>Job Description</span><span> </span></strong></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> </span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• Responsible for assessing 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. </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span><span>•</span><span> </span><span>Troubleshoots technical applications that apply to scheduling, </span><span>skilling</span><span> </span><span>management, content delivery, and web-based entry forms.</span></span><span> </span></span></p> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span><span>Advanced planning and Scheduling for absenteeism, meetings, training requirements, offline time, and coaching sessions that align with budget and customer requirements</span><span>.  </span><span>This function requires strong analytical </span><span>expertise</span><span> and working with internal/external departments to meet the needs of the customers, </span><span>business</span><span>, and coworkers</span><span>.  </span></span><span> </span></span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span><span>Manages and resolves complex scheduling issues and skill profiles ensuring that agents take </span><span>appropriate calls</span><span>, and system stability, to include what-if scenario-based analysis to </span><span>optimize</span><span> contact center solutions. </span></span><span> </span></span></p> </li> </ul> </div> </div> <div> <div> <ul style="list-style-type:disc"> <li style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span><span>Executes audits and trend analysis on Contact Center efficiency or budget concerns including attendance, exceptions, average handle time, repeat calls, </span><span>over-time</span><span>, undertime, agent call profiling, and service level.</span></span><span> </span></span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span><span>Provides updates to business partners about changes in focus and trends with adequate understanding </span><span>to</span><span> field questions.</span></span><span> </span></span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>Support during all major weather, wildfire, Public Shut Off Events as it relates to staff adjustments and planning.</span><span> </span></span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>Administer twice yearly Vacation sign up periods as defined in the IBEW collective Bargaining Agreement</span><span> </span></span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span><span>Leads complex scheduling impact analyses for </span><span>non</span></span>‑<span><span>routine</span><span> events, </span><span>advising</span><span> leadership, and driving improvements to workforce planning tools.</span></span><span> </span></span></p> </li> </ul> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> </span><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> </span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong><span>Qualifications</span><span> </span></strong></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong><span>Minimum</span><span> </span></strong></span></p> <p> </p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• High School Diploma </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• Equivalent experience or relevant technical trade school/training</span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• Minimum of five years or related work experience in contact center environment, to include contact center applications and data analysis</span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> </span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><strong><span>Desired</span><span> </span></strong></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"> </span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• BA or BS degree or related discipline or equivalent experience or technical training</span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• LEAN and/or Six Sigma Certification or PM certified </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• Strong Utility industry understanding</span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• Ability to solve complex problems involving arithmetic as needed to perform at job level. </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• Competency in applying knowledge of business and the marketplace to advance the organization goals. </span><span> </span></span></p> </div> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• Ability to manage multiple key analyses, process improvement efforts and/or projects, while supporting the local team’s day to day operational needs </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• Advanced in an “analyze and recommend” approach for findings and associated cost/efficiency gains imbedded in recommendations. </span><span> </span></span></p> </div> <div> <p><span style="font-family:arial, helvetica, sans-serif;font-size:12.0pt"><span>• Manage and prioritize workload including day to day onsite functions, ad hoc requests, and individual analyses/projects.</span><span> </span></span></p> </div>