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Sr Customer Operations Analyst

Date: Sep 13, 2022

Location: Mellville, NY, US

Company: PSEG

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG. With our reimagined workplace, we recognize the importance of flexibility in terms of when and where employees perform their jobs.  And many of our jobs do not require you to live in the tristate area.

Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of hire.  "Full vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered.   Anyone unable to be vaccinated, either because of a sincerely held religious belief or a disability can request a reasonable accommodation.

Job Summary


 

Job Responsibilities

Responsibilities may include but are not limited to: the creation of daily, weekly or monthly reports for customer contact and billing department. Analyze data, ensure accuracy and identify scenarios to conduct further review as needed. This position will also be responsible to create and maintain Tableau dashboards, ad hoc reporting, databases and various work management tools in support of department processes and goals.  Successful candidate will be expected to work closely with call center and back office billing management team to provide support for achieving regulatory service level targets.  Act as a backup resource for intraday analysts.

Job Specific Qualifications

Knowledge and Experience Required:
• Bachelor’s degree, preferably in Business
• A minimum of 5 years’ experience in a field that utilizes data analytics skills
• A minimum of 2 years’ experience utilizing Business Intelligence Software (i.e. Tableau, Power BI, MicroStrategy)
• Demonstrated ability to provide consultative technical/analytical and functional support
• Demonstrated experience in database management, design and/or creation
• Advanced computer system training, knowledge of writing SQL or other scripting languages (i.e. Python, C++, Visual Basic)
• Demonstrated proficiency with Excel, Access, Word and PowerPoint.
• Experience with managing various priorities in a dynamic environment while adhering to strict deadlines
• Ability to evaluate and analyze multiple datasets of substantial quantities and provide detailed analysis
• Demonstrated strong presentation and communication skills, both verbal and written, with all levels of the organization
• Must foster an inclusive work environment and respect all aspects of diversity
• Successful candidate must demonstrate and value differences in others’ strengths, perspectives, approaches, and personal choices.
 

Desired Skills, Competencies and Education:
• Knowledge of short and long term call volume forecasting
• Experience in customer operations environment
• Experience with Workforce Management applications (NICE)
• Experience with Call Management Systems (NICE, Cisco)
 
This is a multli-level growth series position.  Internal candidates will move laterally at their current grade level and will not be eligible for a promotion, therefore, the internal candidate must apply for the posting at their current grade level.  This applies to candidates moving within the same career path (e.g., analyst, supervisor, engineer), or to a different career path (e.g., analyst to engineer, supervisor to analyst). The selected candidate will have an opportunity to be promoted within the career path during an annual review.

 


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Minimum Years of Experience

Education

None Noted

Certifications

None Noted

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

Disclaimer

If you are a current PSEG employee and if you are offered an opportunity with PSEG Long Island, you will be treated as a new hire.  Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires.  Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits would change and generally be consistent with other similarly situated new hires of that company.

Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.

As an employee of PSE&G or PSEG LI, you should be aware that during storm 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.

Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information.  If the position does require access to this information, the Talent Acquisition representative will provide further details upon making an offer.

Public Service Enterprise Group (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.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers.

 

PEOPLE WITH DISABILITIES:

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/AA INFORMATION                             (Click link for)

EEO is the Law Poster      

EEO is the Law Poster Supplements

Pay Transparency Nondiscrimination Provision


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