Business Analyst - Customer Service Analytics

FirstEnergy • Reading, PA • 17h ago

FirstEnergy - About the Opportunity

This is an open position with FirstEnergy Service Co, a subsidiary of FirstEnergy Corp.

This position is a part of the Customer Technology & Channel Development team and will be on-site located at the West Akron Campus in Akron, OH; the Care Center in Fairmont, WV: or Met-Ed Headquarters in Reading, PA.

This position supports team objectives of increasing customer self-service adoption across web, phone, and other existing customer channels. In addition, this team drives the expansion of existing and implementation of emerging customer touch points through technology related projects.

Responsibilities include:

Supporting implementation of channel technologies such as AI, automation, web, and voice

Leading and supporting projects related to enhancing existing technology that supports the Customer Experience

Ability to define detailed business and functional requirements for process and technical changes

Interacting with vendors to drive timely completion of new projects and defect resolution

Maintaining web content using ADO to improve customer experience and support regulatory requirements related to customer notifications on changes to their services or rates

Ensuring the coordination and communications between Customer Experience and Corporate Communications as needed for web content updates

Interacting with IT in support of all required system upgrades, planned and unplanned website outages

Assisting with the capital planning process by providing estimated business labor hours

Continuously seeking ways to improve the customer's experience and communication needs through enhanced technology

Leveraging Voice of the Customer and statistical data to support future initiatives

Monitoring internal and customer-facing applications/technology to ensure operational efficiencies

Providing and presenting documentation or demos to FirstEnergy stakeholders when requested

Qualifications at the Assistant Business Analyst level include:

Two or four year degree in a related discipline preferred, with minimum 0-2 years relevant work experience required. In lieu of degree, minimum 2 years relevant work experience will be required.

Relevant work experience will include general understanding of subject matter or analytical roles

Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Sharepoint)

Basic technical knowledge including systems, applications and databases

Basic reporting and analytical skills including using Microsoft Excel, PowerBI, QlikView

Attention to detail coupled with effective analytical and problem-solving aptitude

Ability to conduct research, analyze data, interpret results, and make recommendations

Self-motivator with ability to work as part of a team or independently with little supervision or direction

Ability to manage multiple projects simultaneously focusing on meeting deadlines

Proven team player who contributes to team goals and supports other team members

Ability to identify issues or problems and determine root causes and solutions

Demonstrates a questioning attitude with willingness for continual growth, willingness to undertake assignments involving unfamiliar subjects, and ability to adapt and change quickly

Delivers quality, accurate work within established deadlines

Ability to work with ambiguity and in climates of significant and rapid change

Excellent written and oral communication skills

Strong interpersonal skills to work with all employees, customers and vendor partners

Qualifications at the Associate Business Analyst level include all of the above plus:

Two- or four-year degree in a related discipline is preferred, with a minimum 2 years relevant work experience required. In lieu of degree, 4 years relevant experience required.

Relevant work experience will include general understanding of subject matter or analytical roles

Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Sharepoint)

Qualifications at the Business Analyst level include all of the above plus:

Two- or four-year degree in a related discipline is preferred, with a minimum 4 years relevant work experience required. In lieu of degree, 7 years relevant experience required.

Relevant work experience will include general understanding of subject matter or analytical roles

Preferred Qualifications for all levels:

System and technology knowledge including:

Core Contact Center & Channel Platforms - NICE CXone

SAP and/or CRM Technology

IVR / Voice Channel Architecture

AI & Automation Platforms

Digital & Customer Communications Channels

Payments & Customer Transaction Systems

Reporting & Data Analytics

Similar Jobs

Receiving Clerk-Full Time

Cabela's • Hamburg, PA • 1d ago

Management & Administrative

POSITION SUMMARY: The Receiving Clerk performs work in the Receiving area of the store to include merchandise stocking, inventory control, pricing and, merchandise returns. ESSENTIAL FUNCTIONS: Supports a strong commitme...

1d ago

Go to Apply

Sales and Service Technician

Bridgestone Americas • Pottstown, PA • 1d ago

Management & Administrative

Company Overview Bridgestone Retail Operations (BSRO) is part of Bridgestone Americas and employs over 22,000 teammates in North America. BSRO operates more than 2,200 company-owned stores, including Firestone Complete A...

1d ago

Go to Apply

Operations Manager

Robert Half • Reading, PA • 1d ago

Management & Administrative

Description A well-respected services company seeks a self-starting Operations Manager with proven logistics experience. The Operations Manager will be responsible for overseeing and optimizing daily business operations...

1d ago

Go to Apply

Purchasing Assistant

Insight Global • Lititz, PA • 2d ago

Management & Administrative

Job Description We are seeking a Purchasing Assistant to support buyers through resolving supplier pricing discrepancies within SAP and other associated challenges in the purchasing process. This individual will manage i...

2d ago

Go to Apply

Distribution Support Manager Associate

ThermoFisher Scientific • Breinigsville, PA • 3d ago

Management & Administrative

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Job Description As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scal...

3d ago

Go to Apply

Police Officer - Part Time

UPMC • Lititz, PA • 3d ago

Management & Administrative

Are you a dedicated law enforcement professional who values quality and safety? Look no further! UPMC is thrilled to announce an exciting opportunity for Sr. Police Officer II, Part-Time, to join our dynamic team at UPMC...

3d ago

Go to Apply

Water Treatment Regional Sales Manager - Northeast

A.O. Smith • Pottstown, PA • 4d ago

Management & Administrative

Company / Location Information A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world's leading manu...

4d ago

Go to Apply

Operations Manager

Amazon • Breinigsville, PA • 4d ago

Management & Administrative

Description Job summary Our WW Operations network delivers millions of packages and smiles to Amazon customers every day. We are looking for motivated, customer-focused individuals who want to join our team as an Operati...

4d ago

Go to Apply

Security Officer Manufacturing Site Patrol Driver

Allied Universal • Topton, PA • 5d ago

Management & Administrative

Allied Universal®, North America's leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you wil...

5d ago

Go to Apply

customer service advocate

Diamond Credit Union • Pottstown, PA • 5d ago

Management & Administrative

Description Diamond's culture is made up of a team of driven and passionate employees that care about helping others. When you work at Diamond, you will find that you can have more than just a job here, you can build you...

5d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)