Senior Contact Performance Analyst - Hybrid

Dominion Energy, Inc.; Richmond (VA); Hybrid; USD 82,000 - 106,000; Full time

Benefits offered by this job

Health benefits

Dental

Retirement plans

Job summary

Dominion Energy is seeking a Senior Business Performance Analyst for the Contact Intelligence team to translate operational data into actionable insights and support workforce management. The role requires strong analytical and communication skills, cross‑functional collaboration with IT and operations, and the ability to drive data‑driven improvements.

Candidates should have 5+ years in contact center analytics, experience with Excel and Power BI, and a track record of delivering measurable

Qualifications

• 5+ years of experience in contact center analytics or related operations.
• Strong analytical and communication skills with cross-functional collaboration.
• Proficiency in Excel and Power BI for reporting and insights.

Responsibilities

• Monitor operational performance across internal teams and vendor partners to ensure objectives are met.
• Analyze data to identify trends, risks, and opportunities; translate findings into actionable insights.
• Develop reports and dashboards translating complex data into clear recommendations for leadership.
• Support system readiness, performance monitoring, and vendor collaboration.

Skills

Analytical thinking

Communication

Cross-functional collaboration

Problem solving

Education

Bachelor

Tools

Microsoft Excel

Power BI

Job description

Dominion Energy is seeking a Senior Business Performance Analyst for the Contact Intelligence team to translate operational data into actionable insights and support workforce management. The role requires strong analytical and communication skills, cross‑functional collaboration with IT and operations, and the ability to drive data‑driven improvements.

Candidates should have 5+ years in contact center analytics, experience with Excel and Power BI, and a track record of delivering measurable