Customer Contact Analytics Associate

Job Summary Customer Contact Analytics Associate is a MAST supporting role for the Workforce Management team. This role focuses on administrative duties, daily reporting, scheduling, CSR extension assignment, and system support to enhance workforce efficiency, employee performance, and overall operational effectiveness. Recruitment is open only to current PSEG employees. Job Responsibilities Work on analytical collection projects which may include continuous improvement assignments; data extraction; technical/financial review and analysis; compiling, monitoring, evaluating and analyzing performance metrics toward achievement of scorecard targets. Maintain workforce management process which includes analyzing data, producing and analyzing various reports and performance measures to improve overall call center productivity. Assist with workforce‑related processes such as schedule maintenance, training integration, meetings, and offline activity tracking. Leverage NICE system workforce management to optimize call center operations, employee performance and quality. Job Specific Qualifications Bachelor’s Degree or a minimum of 3 years of professional customer contact or analytics experience. Proficient in Microsoft Word, Excel, Outlook, and M365 tools. Demonstrated organizational and communication skills (written and verbal). Demonstrated analytical skills and experience. Ability to work independently while collaborating effectively within a team environment. Compliance with the Department of Energy’s regulation 10 CFR 810 is required. Desired Qualifications Ability to lead a process or small project team. Experience with a call center environment. Lean Six Sigma training. SAP/CRM experience. Additional Information Some positions at PSEG require access to information covered by the Department of Energy’s regulation 10 CFR 810. If applicable, the successful applicant must prove that they are a citizen or national of the United States; or a lawful permanent resident; or meet the federal eligibility criteria described in the regulation. Employees may be required to perform emergency restoration duties outside of routine operations and may be subject to drug and alcohol testing as required by federal regulations. PSEG is not offering visa sponsorship for this position. PSEG is an equal opportunity employer dedicated to non‑discrimination in employment. Reasonable accommodations are available for individuals with disabilities. #J-18808-Ljbffr PSEG