Customer Service Technology Analyst | TalentAlly · Teeming.ai
TalentAlly
TalentAlly is a recruitment platform that connects diverse talent with inclusive employers, focusing on enhancing workplace diversity and inclusion. The company offers job postings, recruitment…
TalentAlly is a recruitment platform that connects diverse talent with inclusive employers, focusing on enhancing workplace diversity and inclusion. The company offers job postings, recruitment…
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This position is responsible for providing business support, strategic vision, as well as technical support for enhancements, development and selection of systems and interfaces for customer service functions. Responsibilities include, but are not limited to, coordinating activities in the following functional areas: Speech Analytics, Avaya IVR/VRU Automated Phone System, Online Customer Care, Property Manager Portal, Energy Assistance Portal, Internal and External Self-Service Knowledgebases, Internal websites/team sites, employee performance dashboards, Power BI, DataMart, Robotic Process Automation bot (RPAs), Knowledgebase, Mobile App, Digital Assistant, Chatbot, and Avaya Workforce Optimization. This position works as a liaison between customer service and technology teams at MPC and the Southern Company Technology Organization with responsibilities that include serving as product manager (PM) and/or subject matter expert (SME) as needed for Customer Engagement system initiatives. Additional roles and expectations include fulfilling on-call rotations in support of 24/7 operational needs and availability for storm response.
Bachelor's degree in business, computer science, data science, mathematics, statistics, finance or a related field highly preferred
Current SAFe Product Owner/Product Manager (POPM) 6.0 certification preferred. Candidates without this certification must demonstrate the capability and commitment to obtain it within a specified timeframe upon hire.
Experience
3 or more years of experience in an operational, data analytics, technology, or customer service support role required
Experience working with customer relationship management (CRM) applications required
Project management experience desired
Skills And Knowledge
Behavioral Attributes
Demonstrate behaviors consistent with Our Values-Safety First, Intentional Inclusion, Act with Integrity, Superior Performance
Demonstrate personal initiative and accountability in all aspects of performance
Consistently sets and maintains high performance standards
Builds teamwork and trust
Consistently contributes to team and organizational success
Major Job Responsibilities
PDN-a1052755-eb35-4fc2-b7e0-f0395433e9a3
Proficiency in Microsoft Power BI, including experience in creating data models, dashboards, and reports to support business decision-making highly preferred.
Ability to analyze data and present insights accurately and effectively to stakeholders is required
Strong technical skills and proficiency working with Excel, Word, Access, Monarch, DataMart, Avaya, IDMS, Verint, SharePoint, and/or Oracle applications is a plus
Excellent written and verbal communication skills with the ability to collaborate across complex matrix organizations with leaders at all levels
Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently and effectively present data to appropriate stakeholders
Ability to work effectively with leaders, peers, and vendors
Strong project management skills, with experience managing projects from beginning to end with minimal assistance
Management of the Avaya workforce optimization software
Excellent analytical, organizational, and problem-solving skills
Ability to make sound decisions with minimum or no supervision
Initiative and personal accountability
Ability to manage multiple assignments, work efficiently under pressure, and meet deadlines
Ability to work effectively in a team environment and assume a leadership role on project assignments
Represent Mississippi Power in system projects to assess needs, identify requirements, and support technology initiatives for system solutions
Provide daily technology support to customer service employees and MPC customer needs, including technical support for desktop applications
Perform analysis on system enhancements and requests; write formal change requests for changes
Provide strategic leadership to coordinate training, communications, integration, enhancement prioritization and roadmap efforts
Prepare business cases: present proposals to peers, management and system-wide committees
Manage project functions - gather requirements, analyze data, identify solutions, perform pre and post implementation testing, coordinate training and document results
Serve as subject matter expert (SME) for customer service and technology needs
Develop and maintain strong working relationships with internal and external stakeholders and vendors
Coordinate initiatives, goals, and enhancements with marketing, power delivery, technology, digital strategy and other departments throughout the company
Provide accurate and timely reporting for performance data
Produce routine and ad hoc reports to meet requests as needed
Communicate system changes to key stakeholders and users and provide training for major change impacts
