Senior Customer Operations Analyst

JOB SUMMARY

This role is responsible for managing SouthStar Energy’s omnichannel solution (Five9) and integrating contact forecasting, average handle time analysis, and performance reporting across multiple contact centers and AI-driven tools. Key responsibilities include developing accurate forecasts using historical data and business insights, partnering with vendor workforce planning teams to ensure optimal staffing, and administering omnichannel functions such as IVR, ACD, chat, email, and text.

The position also oversees real-time performance management, prepares operational reporting, supports business continuity and disaster recovery initiatives, and acts as a liaison between SouthStar Energy, its vendors, and customers to ensure service levels and customer experience objectives are consistently achieved.

JOB RESPONSIBILITIES

Functional Expertise

• Analyze call center performance trends and collaborate with cross-functional teams to develop accurate volume and average handle time forecasts that optimize staffing, enhance customer satisfaction, and control costs.
• Coordinate forecasting inputs from internal departments to ensure reliable call volume projections supporting SouthStar’s operational and service objectives.
• Partner with contact center operations to maintain appropriate staffing levels that meet regulatory and contractual service requirements.
• Develop, document, and maintain business rules and standard operating procedures within assigned areas of responsibility.
• Design, implement, and continuously improve IVR, ACD, Artificial Intelligence tools and other contact channels within the omnichannel platform.
• Create and maintain comprehensive reporting on IVR, ACD, and omnichannel performance metrics across multiple vendors and sites.
• Administer SouthStar’s omnichannel solution and oversee vendor and site-level system administration to ensure consistency and operational efficiency.

Business Acumen

• Align contact center workforce operations with SouthStar’s strategic goals and performance objectives.
• Stay current on regulatory requirements and industry changes to ensure ongoing compliance.
• Maintain a deep understanding of SouthStar’s business processes and operational practices.
• Monitor, analyze, and report expenses related to vendor services and internal operations to support cost management.
• Contribute insights and data to Customer Operations business planning and budget development.
• Measure and communicate operational results and performance metrics across all levels of the organization.

Engagement

• Collaborate with managers and business units to guide both short- and long-term planning initiatives that enhance efficiency and effectiveness across internal operations and vendor partnerships.
• Work closely with marketing and pricing teams to design customer segmentation strategies and campaigns that attract and retain profitable customers.
• Monitor call quality and compliance with scripting standards, providing actionable feedback to internal stakeholders to drive continuous improvement.
• Coordinate with internal teams to manage and implement change within contact center operations, ensuring alignment with organizational goals.
• Act as the voice of the customer within SouthStar Energy and vendor organizations, advocating for customer needs and experience improvements.
• Represent vendor perspectives within SouthStar Energy and serve as SouthStar’s ambassador within vendor organizations to strengthen collaboration and performance.
• Provide first-level support for contact center vendors on omnichannel issues, coordinating cross-vendor efforts to ensure timely and effective resolution.

Driving Results

• Monitor, analyze, and report daily, weekly, monthly, and annual operational performance metrics to identify trends and opportunities for improvement.
• Develop and implement targeted improvement plans based on operational data insights to enhance efficiency and customer experience.
• Identify patterns in customer inquiries and feedback across segments, collaborating with internal teams to ensure issues are addressed and service quality is optimized.
• Partner with internal and external stakeholders to design new programs, refine