Call Center Analyst

PNM Resources
Job ID: 6087259
Date: 11/11/2021
Location: PNM, Albuquerque, NM
Full/Part Time: Full-Time
Regular/Temporary Regular
COVID-19 Protocols
Employees are expected to follow all COVID safety protocols including either proof of vaccination or weekly testing.
Posting Deadline
POSTED UNTIL FILLED
Department: Customer Care Call Center
JOB DESCRIPTION
SUMMARY:
Responsible for providing summary reporting and data analysis for Call Center volumes and productivity to maximize staffing and meet service level commitments and call center goals.

Conducts data analysis and develops regular reports to management on call center metrics and Key Performance indicators.

Assists with critical and routine Call Center system support functions for assigned servers, applications, and areas.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provides analysis to determine the proper staff level and routing for efficient call handling
Track emerging issue trends for both operations and staff and report findings
Maintains and/or develops daily/monthly/yearly call center reporting
Monitors forecasted targets to actual on a daily basis, responds to issues and works with Leadership to implement necessary adjustments to achieve call center goals
Generates reports for the contact centers and other departments as needed using Access, Excel, SQL, Crystal Reports or similar database / reporting software
Supports with repairs, and replacements of server software/operating system and hardware components
Schedules meetings and training without compromising service factors
Helps to generate call center scheduling, shift bids, and call forecasting to determine staffing levels
Maintains the appropriate dashboards and reports necessary to measure and improve key performance metrics across the Call Center
Maintains and sets agent skill levels, agent phone and computer, and agent group set-ups
Collects and tracks call center statistics for daily, weekly, and monthly reporting
Assists with incoming HEAT ticket requests during and after hours pertaining to technical call center equipment and programs
Supports special projects to ensure they are completed in a timely and accurate manner
Monitor call center systems to ensure proper function.

Add, delete, and make changes if needed
Set up new users, trouble shoot, support users and respond to questions
COMPETENCIES:
Ability to work with and troubleshoot call center equipment and tools
Exceptional analytical problem-solving skills
Multi-tasking, attention to detail, team
Broad knowledge of generally accepted principles and functions of the Call Center Operations
Ability to handle recurring and/or special customer problems that require judgment and creativity
Ability to work in a dynamic fast paced environment and make calculated recommendations
Mechanical/technical aptitude
Strong technical understanding and experience with call center reporting and telephony systems, and ACD systems
Working knowledge of all business office practices, company policies, rules and regulations and their relationship to governmental and regulatory agencies
Ability to interpret Company policies
Ability to handle difficult, stressful, and complex situations
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
High school diploma/GED with five to seven years of related experience or equivalent combination of education and/or experience related to the discipline.
College degree preferred.
COMMUNICATION SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
Ability to write reports, business correspondence, and procedure manuals
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area circumference, and volume
Ability to apply concepts of basic algebra and geometry
COMPUTER SKILLS:
Working knowledge of spreadsheet, word processing and database software
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock.

The employee may be regularly required to sit up to 2/3 of the time and lift and/or move up to 40 pounds.
WORK ENVIRONMENT:
Office environment
SALARY RANGE
Salary Grade: G10
Minimum Midpoint Maximum
$40,662
– $53,877
– $67,092
EQUAL OPPORTUNITY STATEMENT
PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers.

Women, minorities, disabled individuals and veterans are encouraged to apply.

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