Supporting workforce planning and intraday forecasting using the Verint application
Monitoring contact center performance and sharing actionable insights to improve service levels
Assisting with long-range forecasting and scheduling to optimize workforce utilization
Supporting the implementation and ongoing use of workforce management systems (e.g., Verint)
Collaborating with internal teams, vendors, and partners to validate call procedures and ensure service quality
Documenting processes and ensuring procedures are kept current and clearly communicated
Using tools such as Power BI to analyze trends and performance
Responding to and helping resolve day-to-day operational issues within the contact center

A bachelor’s degree in business or a related field (preferred)
4+ years of related experience in contact center operations, ideally in a utility or regulated environment
Experience with workforce management tools such as Verint, Avaya, or similar systems
An outstanding understanding of workforce planning and forecasting methodologies
Strong analytical and problem-solving skills, with attention to detail
Proficiency with Microsoft Office, SharePoint, and data visualization tools (e.g., Power BI)
The ability to handle multiple priorities and meet deadlines

A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance and disability
A paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event
Valuable retirement savings plans, including a savings plan with company stock as an investment option
Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays
An Employee and Family Assistance Program
A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social, and financial well-being

Senior Business Performance Analyst

Key skills