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Analyst,Workforce Process - Atlanta, GA #3368662

Company: Southern Company

Date: 05/19/2017

Category: Healthcare Services

City: Atlanta, GA

Analyst,Workforce Process


The purpose of this position is to provide strategic staffing & volumetric forecasting, process improvement and operational support to Customer Experience for Southern Company Gas’ Operating Companies. Responsibilities include leveraging technology to improve current processes, support internal and external data requests, ensuring balanced staffing and resource planning, owning and maintaining CCC scorecards and metrics, and serving as a liaison for CCC business partners (i.e. Training, Contact Center Technology, Business Intelligence Analysis, etc.). Process facilitation includes, but is not limited to: Annual Forecasting, Shift Bidding, Communications, and other Customer Experience projects as needed).

Functional Expertise:

  • Develop solutions to complex analytical/data-driven problems and effectively document and communicate process improvements as a result of trending the data for analysis

  • Ensure business processes and technology are aligned.

  • Identify, reconcile and create reports and analysis for business project activities

  • Provide advanced analytical and business support for resource planning,develops analytical models and reporting tools.

  • Serve as the SharePoint Administrator and site developer as needed

  • Assist WFP, Call Center, Training and CX Projects Solutions with resource logistics strategy .

Business Acumen:

  • Conduct research and provide analytical support to assess tactical and strategic objectives.


  • Establish ongoing communication with departmental leaderhip to ensure communication of critical initiatives.

  • Ensure tasks and deliverables are completed in a timely manner

  • Partner with Call Center leadership to ensure all project objectives executed and ensure the achievement of business goals.

  • Partner cross-functionally and at all levels of the organization to meet business and project objectives.

  • Proactively schedule, participate and/or conduct meetings to discuss business influences.

  • Act as liaison for call center planning and process improvement initiatives

  • Manage peer relationships within the Customer Experience area and outside of the area.

Driving Results:

  • Accountable for individual performance objectives

  • Actively supports team to achieve scheduled deliverables.

  • Responsible for driving individual results, prioritizing work, evaluating results and taking corrective action as needed.

  • Manage multiple/diverse priorities in a deadline driven environment.

  • Operate as a self-starter, be able to work independently, and proactively seek out ways of looking at things.

  • Drives discussion on analytical influence and process improvement recommendations within the Customer Experience .



Education, Certifications/Licenses:


  • BA/BS degree in business, finance, economics, accounting or similar field/equivalent work experience

Related Work Experience:


  • 3-5 years operations or systems experience in utility industry

  • 3-5 years experience analyzing data and process improvement

  • 3-5 years Customer Experience experience (back office, call center, credit, quality, forecasting, etc)

  • Knowledge of business processes, call center management and forecasting tools

  • Knowledge of business related systems (i.e. CCB/CIS, CMA, Verint, Avaya, etc.)

  • Experience working with various levels of Management


  • Advanced knowledge of business processes, call center management and forecasting tools

  • Advanced knowledge of business related systems (i.e. CIS, CMA, Verint, Avaya, etc.)

Specific Skills & Knowledge:


  • Conceptual Analysis

  • Business process modeling

  • Intermediate proficiency MS Excel, PowerPoint, Word

  • Analytical/Strategic thinking

  • Excellent written and verbal communication skills


• Basic proficiency MS Project Management

Working Conditions/Physical Requirements:

Position is located in an office environment and requires some travel (0-10%).

Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Southern Company (NYSE: SO) is America's premier energy company, with 44,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million electric and gas utility customers through its subsidiaries. The company provides clean, safe, reliable and affordable energy through electric utilities in four states, natural gas distribution utilities in seven states, a competitive generation company serving wholesale customers across America and a national recognized provider of customized energy solutions, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top utilities in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at

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 Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: Southern Company Gas

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

AGLR Corporate Office - 10 Peachtree Place NE (10AtlantaCODE)

10 Peachtree Place NE

Atlanta, 30309

Req ID: GAS2000087

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