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 existing ones, and phase out underperforming initiatives and vendors.

- Track and evaluate program and vendor profitability to ensure optimal use of Retail Segment resources and maximize return on investment.

Qualifications

Education, Certifications/Licenses:

- Bachelor’s degree or equivalent experience.

Experience Required

- 5+ years of applicable experience

- Experience with Omnichannel software (preferablyFive9) and/or ACD/switch administration

- Experience with contact center volume and average handle time forecasting

- Experience with administration of Artificial Intelligence Contact Center tool/application

Preferred Experience

- Deep experience with BI self-service technologies such as Microsoft Power BI

- Experience in SQL or similar languages

- Contact center workforce management experience

- Previous experience in a retail energy industry

Required

Skills & Competencies

- Ability to conduct trending and data analysis

- Excellent analytical skills

- Microsoft Office proficiency

- Exceptional verbal and written communication skills. Ability to communicate in a positive and professional manner with customers, co-workers, employees and vendors

- Strong organizational and problem resolution skills

- Ability to coordinate and manage multiple tasks effectively

- Minimal supervision is required. Must be able to demonstrate working independently yet operating effectively as a team player.

Preferred

- Operational knowledge of the deregulated natural gas market in Georgia

Working Conditions/Physical Requirements

- Position occasionally requires prolonged standing or walking.

- The role sometimes necessitates reaching above shoulder level.

- The position occasionally involves bending, kneeling, crouching, or crawling.

- The role requires the ability to lift up to 10 pounds.

- The incumbent operates within an office environment for 4 days and working remotely for 1 day, subject to future changes.

About Southern Company Gas

Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .

Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 17005

Job Category: Customer Service

Job Schedule: Full time

Company: Southstar Energy Services