Business Operations Analyst II

Callouts:
- This role is hybrid in the Lehigh Service Center ( tues- thurs in office )


Position Overview
The Business Operations Analyst II supports customer service operations by delivering reliable operational analysis, performance reporting, and insights within a regulated utility environment. With moderate autonomy, this role analyzes customer service data, monitors operational and compliance driven KPIs, and maintains established dashboards and reporting solutions to support day to day operations, forecasting, and staffing decisions. The analyst partners with business and technical stakeholders to identify trends, risks, and root causes affecting service delivery, while ensuring data accuracy, documentation, and regulatory readiness across reporting and analytics.


Key Responsibilities
• Analyze customer services operational data, including call volume, handle time, service levels, backlog, billing accuracy, and customer satisfaction metrics
• Develop and maintain dashboards, scorecards, and recurring reports for leadership and operational teams
• Monitor key performance indicators (KPIs) related to customer experience, efficiency, and compliance
• Identify trends, risks, and root causes impacting customer performance and service delivery
• Partner with business stakeholders to translate operational needs into analytical requirements
• Perform ad-hoc analyses in support of customer service operations, performance monitoring, and continuous improvement
• Ensure accuracy, consistency, and transparency of reporting and documentation
• Assist with data preparation for regulatory reporting or audits related to customer service performance


Required Qualifications
• Bachelor's degree, preferably in Business, Analytics, Finance, Operations, Information Systems, or a related field
• 3+ years of experience in business operations analysis, customer operations analytics, or a similar analytical role
• Strong analytical and problem solving skills with the ability to interpret and explain operational data
• Hands on experience developing and maintaining reporting solutions using data visualization tools, preferably Power BI Desktop and Power BI Report Builder
• Proficiency in SQL for querying, validating, and analyzing data across multiple datasets
• Advanced Excel skills (pivot tables, formulas, data validation, and analysis)
• Experience working with operational KPIs and performance management metrics
• Ability to update and maintain existing reports and analytical queries to support evolving business needs
• Demonstrated ability to validate data accuracy, reconcile results, and document assumptions
• Strong written and verbal communication skills, with the ability to present insights to both technical and non technical audiences
• Proven experience collaborating with cross functional business and technical stakeholders


Preferred Qualifications
• Experience in a regulated utility, energy, or large customer service environment
• Familiarity with customer service systems (e.g., Customer Information System, Customer Relationship Management, Interactive Voice Response, Workforce Management, or similar platforms)
• Exposure to call center analytics, meter to cash, billing operations, or customer experience analytics
• Experience supporting regulatory, audit, or compliance related reporting
• Working knowledge of Python for operational analytics, including data validation, transformation, trend analysis, and automation of recurring reports or analytical tasks
• Familiarity with Databricks or Snowflake environments as sources for reporting, analytics, or downstream business intelligence tools
• Working knowledge of Microsoft Power Platform tools (Power Automate and Power Apps) to support operational reporting, automate data processes, or enhance business workflows


Key Competencies
• Customer-centric analytical thinking
• Operational performance management
• Attention to detail and data integrity
• Adaptability in a regulated environment
• Ability to modify and enhance existing queries, reports, and dashboards to incorporate new or changing data sources while validating data accuracy, assumptions, and analytical results
• Time management and prioritization


*This is NOT a driving role