Senior Contact Center Analyst

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Job Summary: 
As a Senior Contact Center Analyst, you will be responsible for monitoring, analyzing, and improving the customer experience and agent performance across multiple communication channels. You will also provide reports and recommendations to the management and stakeholders based on the data and insights derived from NICE CXone's interaction analytics and performance management tools.
Essential Duties/Responsibilities:
-Configure and maintain NICE CXone's interaction analytics, quality management and performance management features to meet the business objectives and customer expectations.
-Analyze every customer interaction to understand the communication, outcome, and satisfaction level of both the customer and the agent.
-Identify and prioritize the root causes and trends of customer issues, complaints, and feedback across all channels.
-Provide actionable insights and suggestions to improve the customer experience and agent performance, such as coaching, training, process improvement, quality assurance, etc.
-Create and customize dashboards, KPIs, and reports to measure and track the Contact Center performance and customer satisfaction.
-Present and communicate the findings and recommendations to the management and stakeholders in a clear and concise manner.
-Collaborate with other teams and departments to ensure the alignment and integration of NICE CXone's solutions with other systems and platforms.
-Develop and maintain call center budget and forecast.
-Review and approve vendor invoices and create monthly accruals.
-Prepare presentation materials in support of Monthly and Quarterly Business Reviews.
-Perform other duties as assigned.
 
Working Conditions:
-Open office, fast-paced environment.
-Open to candidates in Edmonton, Calgary, or Houston.
-Some international travel may be required.
-Weekend work, extended hours, and flexible work schedules may also be required.
 
Minimum Requirements:
-High school diploma required.
-Excellent computer skills, including all MS Office applications, is required.
 
Preferred Qualifications:
-University degree in Business, Engineering, Computer Science, or related discipline.
-Experience working with NICE CXone's products and features, especially interaction analytics and performance management.
-Knowledge of Contact Center operations, best practices, and metrics.
-Proficient in data analysis, reporting, and visualization tools.
-Excellent communication, presentation, and interpersonal skills.
-Ability to work independently and collaboratively in a fast-paced environment.
-Excellent attention to detail, problem-solving, and critical thinking skills.
-Experience working with or for a Business Process Outsourcer.
-Experience in electricity and/or natural gas.
-Experience defining, implementing, and managing KPIs.
 
Additional Knowledge, Skills, and Abilities:
-Collaborative, detail-oriented, diplomatic, direct communicator, problem-solver, highly organized with strong project management skills.
-Excellent written and verbal communication skills, including a demonstrated ability to provide negative feedback in a constructive manner.
-Demonstrated ability to lead and influence others without direct reporting relationships.
-Understanding of the Canada Home business, including direct involvement in the Canada integration project, would be ideal.
 
Physical Requirements:
-Most work is performed on a personal computer in a seated position.
NRG Energy is committed to a drug and alcohol free workplace.  To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability  Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.  
Official description on file with Talent.