Avangrid Analyst - Customer Relations Center in Orange, Connecticut
Analyst - Customer Relations Center
Company: THE UNITED ILLUMINATING C
Orange, CT, US
About AVANGRID: AVANGRID, Inc. (NYSE: AGR) aspires to be the leading sustainable energy company in the United States. Headquartered in Orange, CT with approximately $39 billion in assets and operations in 24 U.S. states, AVANGRID has two primary lines of business: Avangrid Networks and Avangrid Renewables. Avangrid Networks owns eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Avangrid Renewables owns and operates a portfolio of renewable energy generation facilities across the United States. AVANGRID employs approximately 7,000 people and has been recognized by Forbes and Just Capital as one of the 2021 JUST 100 companies - a list of America's best corporate citizens - and was ranked number one within the utility sector for its commitment to the environment and the communities it serves. The company supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2021 for the third consecutive year by the Ethisphere Institute. For more information, visit www.avangrid.com (https://www.avangrid.com/wps/portal/avangrid/home)
Support core workforce management functions including staff planning, forecasting, scheduling, intraday management and reporting for insource and outsource operations. Provide process improvements to increase efficiencies within the WFM team and customer care organization.
Assist contact center supervisors/managers with achievement of service level and productivity goals. Manage the proper balance between service levels and labor efficiencies. Assist in on-going education and training of the contact center supervisor/managers on effective methods and tools for running efficient, high quality business units.
Real-time/intraday management: make recommendations for optimal intervals to perform non-phone activates. Support contact center reporting and data analysis initiatives.Monitor real-time and historical shrinkage and schedule adherence.Maintain and adjust agent schedules in WFM tool. Assist in identifying opportunities to improve agent efficiency and productivity. Assist in administration of WFM tools and technology.
Competency Requirements: It is preferred that for this job, the candidate fulfills the requirements in terms of levels indicated below.
Delivering for the Business: Global view of the Business – Competent, Achieving Results and Continuous Improvements – Competent, Initiative – Advanced, Innovation & Creativity – Advanced.
Global Relationships: Flexibility & Globalization – Competent, Customer Focus – Advanced, Communicating & Influencing – Advanced, Team Work – Advanced
Managing People: Team Management – Initial, Developing Others – Initial
Skills and Requirements
Associates Degree with a minimum of 2 years relevant experience preferred. HS Diploma with a minimum of 3 years relevant experience required.
• 1+ years direct experience in Customer Care Center volume forecasting and Workforce Management, preferably in a multi-channel, multi-vendor/site environment
• 1+ years direct experience using WFM software and scheduling tools.
• Demonstrated knowledge and understanding of contact center key performance indicators.
• Intermediate MS Excel (complex functions, pivot tables, macros, etc.)
• Established written and verbal skills, public speaking.
• Experience working in a union environment preferred.
Develop Self & Others
Empower to grow
Collaborate and Share
Be a role model
Focus to achieve results
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables
AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link (https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or firstname.lastname@example.org