Job Title: Analyst

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, LLC 

JOB SUMMARY/PURPOSE:

Performs data analyses and decision support as part of the customer analytics team. Individual analysts will attain a general knowledge and understanding of both contact center and business operations, digital channel delivery, and customer service technology and may rotationally or permanently specialize in one or more specific aspects (e.g., speech analytics, workforce management analytics, voice-of-the-customer analytics, data governance) as needs dictate and/or aptitudes demonstrate. Incumbents can expect to learn or expand knowledge of core analytical platforms, and to be exposed to complex operational and financial analysis such as drafting and evaluating business cases, establishing and maintaining the contact center performance management program, and understanding the relationships between call volume, customer success, and external drivers like system reliability, credit policy, and digital engagement/deflection.

 JOB DUTIES/RESPONSIBILITIES:

• Create and maintain distribution equipment monitoring conditions from device SCADA statuses
• Evaluates program-level and agent-level contact center performance using a variety of data sources including an internal MS SQL data mart, Cisco UCCE/Cisco CUCM, and Verint Workforce Optimization (WFO)
• Analyzes caller trends using Verint Speech Analytics to evaluate call drivers, measures rep performance, and determines outcomes including caller sentiment and first-call resolution
• Understands customer performance of digital channels including the IVR, mobile app, and website
• Tabulates customer sentiment results collected by Verint Voice-of-the-Customer and third-party survey instruments
• Designs and maintains end-user and executive-facing reports in MS Excel, MS PowerPoint, and MS PowerBI
• Achieves and maintains proficiency in core analytical tools like Microsoft T/SQL, Microsoft SQL Server Analysis Services tabular data models, and Microsoft SQL Server Integration Services
• Defines protocols and requirements for data quality control and ensures the soundness of analytical observations and conclusions
• Conducts complex business and financial analysis and develops recommendations to management based on findings
• Provides industry expertise and applies best practices to the analytics workstream based on research and experience

MINIMUM REQUIREMENTS

Minimum education required of the position

Bachelor's Degree in a technical or business-related field required or equivalent work experience.

Desired: Master's Degree.

Minimum experience required of the position

Analyst I - 0-2 years of professional experience

Analyst II - 2-4 years of professional experience

Analyst III - 4-6 years of professional experience.

Desired:

Analytical skill set with advanced knowledge of Microsoft Office: Word, Excel, PowerPoint.

#LI-MS1

Primary Location: Arkansas-Little Rock Arkansas : Little Rock 
Job Function: Professional
FLSA Status: Exempt Ind 
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 121099
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.