Hybrid Associate, Contact Intelligence Performance Analyst

Dominion Energy, Inc.; Richmond (VA); Híbrido; USD 53.000 - 69.000; Tempo integral

Benefícios oferecidos por esta vaga

Health, dental, and vision benefits

401k with company match

Vacation

Tuition reimbursement

Bonus eligibility

Paid holidays

Disability insurance

Resumo da vaga

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Data analysis

Excel

Power BI

Communication skills

Attention to detail

Problem-solving

Team collaboration

Formação

Bachelor

Descrição da vaga

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.