Data Analyst

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Required Education/Experience

• Bachelor's Degree 2 years of relevant experience
• Associate's Degree 4 years of relevant experience
• High School Diploma/GED 5 years of relevant experience
  

Relevant Work Experience

• Proficiency in Genesys Cloud reporting, dashboards, and performance metrics, required.
• Knowledge of workforce management concepts, including forecast accuracy, capacity planning, shrinkage, occupancy, and utilization, required.
• Demonstrated experience developing short term and long-term call forecasts based on historical trends, seasonality, and demand drivers, required.
• Experience translating call forecasts into staffing and capacity recommendations to support service level objectives, required.
• Proven experience analyzing service levels, average handle time (AHT), volume variance, and other call center KPIs, required.
• Experience partnering with Call Center Operations, Analytics teams, and leadership to support data driven workforce decisions, required.
• Strong proficiency with Excel and reporting tools, including data analysis, modeling, and visualization, required.
• Experience working in a regulated or high-volume call center environment, required.
• Exhibits a deep commitment to excellence and a keen attention to detail, required.
• Ability to translate complex data into clear, actionable operational recommendations, required.
  

Licenses and Certifications

• Driver's License Required
• Other: Other:Advanced coursework or certification in workforce management, forecasting, statistics, or data analytics X Preferred
  

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
  

EEO Statement
Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) are equal opportunity employers. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of the individual’s actual or perceived disability, protected veteran status, race, color, creed, religion, sex, age, national origin, gender, gender identity, gender expression, genetic information, marital status, sexual orientation, citizenship, domestic violence victim status, or any other actual or perceived status protected by law.
Technical Difficulty Statement
For technical issues, please contact us at [email protected]
If you have questions about this posting, please contact [email protected]