Associate Business Performance Analyst - Contact Intelligence (RICHMOND, VA, US, 23231)

Dominion-Energy; Richmond (VA); Hybrid; USD 53,000 - 69,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

401k with company match

Vacation

Tuition reimbursement

Bonus eligibility

Paid holidays

Disability insurance

Job summary

Dominion Energy is seeking an Associate Business Performance Analyst for Contact Intelligence in Richmond, VA. The role supports workforce and vendor management, performance analytics, and continuous improvement within Customer Contact Operations.

The position emphasizes learning, data-driven decision making, and collaboration across teams to enhance customer and employee experiences. Hybrid schedule offered.

Qualifications

• 0 to 3 years of relevant experience in business or data analysis, customer/contact center operations, workforce management, technology, finance, operations, or a related field.
• Interest in data, analytics, technology, business operations, and problem-solving with a willingness to learn.
• Proficiency with Excel and a willingness to develop Power BI skills.
• Strong written and verbal communication and ability to collaborate effectively with others.

Responsibilities

• Support operational performance across internal teams and vendor partners to achieve service levels and business objectives.
• Perform real-time and historical analysis of contact center performance (call volume, ASA, AHT, adherence, abandonment, service level, staffing, queues).
• Monitor queues and conditions; identify trends, risks, and opportunities; advise actions with the team.
• Analyze data from multiple sources and prepare reports, dashboards, and performance updates for leadership.
• Support internal and vendor operations through performance monitoring, readiness, issue resolution, and resource coordination.
• Monitor customer-contact technologies and platforms, assisting with issue identification and escalation.
• Collaborate with Technology, Operations, Customer Experience, and vendors on system enhancements and process improvements.
• Participate in business improvement initiatives via data analysis, root-cause analysis, and measurement of results.
• Rotate duty assignments and provide after-hours, storm, and emergency-event support as required.

Skills

Data analysis

Excel

Power BI

Communication skills

Attention to detail

Problem-solving

Team collaboration

Education

Bachelor

Job description

Associate Business Performance Analyst - Contact Intelligence

Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career.

We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.

Military service members and veterans with ranks from E3-E5, W1-W2, or O1-O3, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity. At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position. This position does not offer relocation assistance.

Job Summary

The Contact Intelligence Team is seeking a curious, motivated, and analytical Associate Business Performance Analyst to join Customer Contact Operations. This role is ideal for someone who enjoys learning, solving problems, working with data, and collaborating with others to improve the customer and employee experience.

This role will support workforce and vendor management, operational performance, technology readiness, data analysis and reporting, and continuous improvement. This individual will learn to analyze operational data, identify trends and potential risks, support day-to-day contact center operations, and work alongside experienced analysts and business partners to turn insights into action.

The successful candidate will bring a growth mindset, curiosity, attention to detail, and willingness to take on new challenges. We are looking for someone who demonstrates the ability and desire to learn, ask thoughtful questions, develop new skills, and take increasing ownership as they grow.

General Responsibilities

• Support operational performance across internal teams and vendor partners to help achieve service-level, customer experience, and business objectives.
• Perform real-time and historical analysis of contact center performance, including call volume, ASA, AHT, adherence, abandonment, service level, staffing, and queue performance.
• Monitor contact center queues and operational conditions; identify trends, emerging risks, and opportunities, and partner with team members to recommend appropriate actions.
• Analyze data from multiple sources and prepare reports, dashboards, and performance updates that provide meaningful insights to operations and leadership.
• Support internal and vendor operations through performance monitoring, operational readiness, issue resolution, and resource coordination.
• Monitor customer-contact technologies and operational platforms, supporting issue identification, impact assessment, and appropriate escalation.
• Partner across Technology, Operations, Customer Experience, and external vendors to support system enhancements, testing, implementations, process improvements, automation, and AI-enabled capabilities.
• Participate in business improvement initiatives through data analysis, root-cause analysis, process documentation, and measurement of results.
• Participate in a rotating duty assignment and provide after-hours, storm, and emergency-event support as required.

0 to 3 years of relevant experience in business or data analysis, customer/contact center operations, workforce management, technology, finance, operations, or a related field. Relevant internship, co-op, military, academic, or project experience may also be considered.

• Demonstrated interest in data, analytics, technology, business operations, and problem-solving, with an eagerness to learn and grow.
• Working knowledge of Microsoft Excel or similar analytical tools and a willingness to develop proficiency with Power BI and other reporting and visualization tools.
• Ability to analyze information, recognize patterns, ask thoughtful questions, and work through problems with appropriate guidance.
• Strong written and verbal communication skills with the ability to collaborate effectively with team members and business partners.
• Demonstrated curiosity, initiative, accountability, and learning agility, including a willingness to take on new challenges and develop knowledge of new processes, systems, and technologies.
• Ability to manage priorities, adapt to changing business needs, and work effectively in a fast-paced operational environment.
• Strong attention to detail and commitment to data accuracy and quality.

Education Requirements

Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education:

Bachelor

Preferred Discipline(s): Accounting, Business, Economics, Finance

Other Disciplines may be substituted for the preferred discipline(s) listed above.

Top 3 Reasons to Work at Dominion Energy

There are many reasons to work at Dominion Energy, but below are the top three reasons employees have shared with us. Click on each of the links to learn more!

Dominion Energy is committed to helping address climate change. We have cut emissions sharply as we aim for Net Zero carbon and methane emissions by 2050. Learn more at sustainability.dominionenergy.com

Job Segment: Military Intelligence, Environmental Engineering, Defense, Intern, Government, Engineering, Entry Level

Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

What You'll Get

Expected Hiring Base Salary Range:

$52800 - $68600

The expected hiring base salary range is the range we anticipate hiring within for this position. The actual salary offered may vary based on factors such as the selected candidate’s qualifications, skills, experience, and work location. This is not intended to represent the full salary range for the position or limit future compensation growth.

At Dominion Energy, we offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which includes: health, dental, and vision benefits with coverage for families and domestic partners, vacation, retirement plans including 401k contributions and matches, paid holidays, tuition reimbursement, bonus eligibility, sick leave, and disability insurance.

Dominion Energy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin and/or status as a protected veteran or individual with a disability.

You can experience the excitement of our company – it's the difference between taking a job and starting a career.