Senior Performance Analyst - Contact Intelligence (Hybrid)

Dominion Energy, Inc.; United States; Hybrid; USD 82,000 - 106,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401k with matching

Paid holidays

Tuition reimbursement

Bonus eligibility

Job summary

Dominion Energy, Inc. is seeking a Senior Business Performance Analyst in the Contact Intelligence space. You will analyze contact center data, monitor performance, and partner with internal teams and vendors to drive measurable improvements in customer and employee experience.

You will balance day-to-day operations with strategic initiatives, delivering clear insights, owning performance improvements, and mentoring teammates while communicating effectively with leadership.

Qualifications

• 5+ years of experience in contact center operations, analytics, or related business operations.
• Strong understanding of contact center metrics: service level, ASA, AHT, adherence, abandonment, staffing.
• Experience with reporting, visualization, and analytical tools;Power BI and Excel preferred.
• Ability to independently solve complex operational problems and manage priorities.
• Strong written and verbal communication skills; able to translate data for leaders.

Responsibilities

• Monitor operational performance across internal teams and vendor partners to ensure objectives are met.
• Perform real-time and historical analysis of contact center performance metrics.
• Translate data findings into actionable recommendations for improvements.
• Develop dashboards and reports to communicate insights to operations and leadership.
• Support system readiness, issue resolution, and coordination with vendors.

Skills

Data analysis

Communication

Problem solving

Education

Bachelor's degree

Tools

Power BI

Microsoft Excel

Job description

Dominion Energy, Inc. is seeking a Senior Business Performance Analyst in the Contact Intelligence space. You will analyze contact center data, monitor performance, and partner with internal teams and vendors to drive measurable improvements in customer and employee experience.

You will balance day-to-day operations with strategic initiatives, delivering clear insights, owning performance improvements, and mentoring teammates while communicating effectively with leadership.