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Dominion Energy Contact Intelligence - Associate Business Performance Analyst / Mid Level / or Senior in RICHMOND, Virginia

Contact Intelligence - Associate Business Performance Analyst / Mid Level / or Senior

Date: Nov 16, 2022

Location: RICHMOND, VA, US, 23231

Company: Dominion Energy

At Dominion Energy we love our jobs. That’s right. Love. Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate. These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America. We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever. We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that’s proud of its rich legacy. Are you a change agent? Do you think differently? Do you want to fall in love with your job? If you answered “yes,” then read on!

At this time, Dominion Energy cannot transfer nor sponsor a work visa for this position.

Job Summary

Analyze customer behavior to address customer and business needs. Manage service level and resource administration across internal and vendor partners. Proficient in scheduling procedures, real-time analysis, and performance management. Manage queues to identify opportunities to improve service levels. Monitor and manage technical platforms for system stability; drive prioritization of resources in response to system outages/technical issues. Data analysis to identify process improvements that reduce risks, improve the customer experience, efficiency, and effectiveness, using performance metrics such as ASA, call volume, AHT, adherence. Report on overall performance, success, risks, and project implementations. Support the business in after-hours rotation and in emergency situations such as storms or other events.

Required Knowledge, Skills, Abilities & Experience

Associate level - 0-2 years related experience.

Mid-level - 2 - 3 years related experience.

Senior level - 3+ years- of related experience.

  • Strong planning, organizational and project management skills with the ability to facilitate and/or work on multiple project teams simultaneously.

  • Ability to exercise independent judgment and decision-making.

  • Effective analytical skills.

  • Strong computer skills.

  • Excellent oral and written communication skills.

The company is actively seeking United States military veterans and service members who meet the qualifications plus appropriate equivalent combination of education and years of experience as outlined above.

Education Requirements

Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education:


Preferred Discipline(s): Accounting, Business, Economics, Finance

Licenses, Certifications, or Quals Description

Working Conditions

Office Work Environment 76 -100%

Travel Up to 25%

Other Working Conditions

Test Description

No Testing Required

Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

Other Information

We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more. To learn more about our benefits, click here

Dominion Energy is an equal opportunity employer and is committed to a diverse workforce. Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.

You can experience the excitement of our company – it's the difference between taking a job and starting a career.

Nearest Major Market: Richmond

Job Segment: Military Intelligence, Project Manager, Defense, Performance Management, Government, Technology, Human Resources