Customer Service Performance Analyst

Public Service Company of New Mexico (PNM); Albuquerque (NM); On-site; USD 73,000 - 121,000; Full time

Job summary

Public Service Company of New Mexico (PNM) is seeking a Customer Service Performance Analyst to support the assessment, development and improvement of Marketing and Customer Service processes. The role acts as a liaison to articulate business requirements and reports on best practices relevant to the department.

The analyst helps identify metrics for continuous improvement, conducts root-cause analyses and supports action plans aligned with strategic objectives in a collaborative environment.

Qualifications

• Bachelor's degree with five to seven years related experience.
• Certification in a quality discipline preferred (e.g. ASQ, CQA, Six Sigma).
• Ability to read and interpret business documents and write routine reports.

Responsibilities

• Assess existing processes and identify gaps or inefficiencies.
• Translate requirements between departments to ensure alignment.
• Lead self-assessments and root-cause analysis for incidents and processes.
• Identify and prioritize opportunities for improvement aligned with strategic planning.

Skills

Leadership

Interpersonal skills

Communication

Relationship building

Organizational skills

Education

Bachelor's degree

Tools

MS Office

Data analysis tools

Flowcharting tools

Job description

Customer Service Performance Analyst

Salary Grade: G07

Minimum : $73,060; Midpoint : $96,804; Maximum : $120,548

Department: Customer Operations

This position is posted until filled.

Summary

Supports the assessment, development and improvement of Marketing and Customer service business processes. Acts as a liaison to facilitate the identification and articulation of business requirements. Researches and reports on Marketing and Customer Service best practices, as relevant to business needs. Aids in the identification of metrics that enable continuous improvement of department processes

Essential Duties and Responsibilities

• Supports management in the collaborative assessment of existing business processes, identifying process gaps and ineffiiciences


• Acts as a liaison between external departments to help identify and translate functional requirements


• Leads independent assessments of processes, compliance, products, and services to determine gaps between current and desired specified states, using appropriate quality management basis


• Leads and coordinates department's self-assessments


• Conducts and leads root cause analysis in support of incident investigations and process failures


• Investigate systematic performance problems, and analyzes their root causes


• Assists in the development of corrective action proposals and provides strategic direction to management in implementing corrective action


• Identify and prioritize key opportunities for improvement to ensure they are integrated with operational and strategic planning


• Supports operations, organizations, and functional areas in the effective integration, alignment, and linkage of strategies, processes, procedures, action plans, and measurement systems


• Supports process improvement team in the theory and application of process improvement approaches as applied to core and support business processes


• Analyzes complex processes for process improvements, identifies and recommends performance metrics


• Supports the design of systems for monitoring and controlling critical path performance


• Supports continuous efforts to identify, collect, analyze, report, utilize, and improve key performance indicators and key process metric for core and support business processes


• Coaches and supports management training for operational assessments

Competencies

• Ability to maintain positive and productive working relationships with a variety of individuals and groups


• Demonstrated leadership, organizational, and management skills


• Demonstrated interpersonal skills with strong ability to influence and build consensus


• Knowledge of organizational structure, workflow, and operating procedures

Qualifications

MINIMUM EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree from four-year college or university with five to seven years related experience or equivalent combination of education and/or experience related to the discipline.

Certificates, Licenses, Registrations

• Certification in a relevant quality discipline by an independent national or international body preferred (e.g. ASQ, CQA, Six Sigma certification)

Communication Skills

• Ability to read and interpret business documents


• Ability to write routine reports and correspondence


• Ability to speak effectively before various internal and external constituents

Computer Skills

• Advanced experience with MS Office applications and proficiency with data analysis applications and flow-charting applications

Analysis And Problem-solving Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time. Good vision and ability to adjust focus is required. Manual dexterity is required. Must occasionally lift and/or move up to 10 pounds.

Work Environment

Office environment.

Safety Statement

Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, \"everyone goes home safe\", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans With Disabilities Act (ADA) Statement

If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.