Job Title: Workforce Management Real Time Analyst RTA

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, LLC 

Job Summary / Purpose:

A detail-oriented and proactive Workforce Management (WFM) Analyst to join our team. This role is critical in ensuring operational efficiency and service level performance across our call center operations. The ideal candidate will be responsible for real-time adherence monitoring, generating actionable reports, and managing schedule exceptions in alignment with business needs.

Duties / Responsibilities:

• Create and monitor metrics, dashboards, and reports to develop short-term and long-term strategies for Residential/SMB Customer Journeys (including Contact Center and Meter to Cash) and track the impact of key initiatives
• Deliver reporting and strategic insights through analysis to drive customer journey strategy execution
• Conduct deep-dive analysis and investigations to better understand end to end CI Journeys including touch points, cross-channel behaviors, drivers, preferences and segmentation
• Provide effective use of data and data visualizations, customer insight analysis and presentation skills that drives strategy alignment and execution
• Contribute to the development of customer journey KPIs, metrics and prioritization criteria, tools, and processes to support strategy execution
• Partner with IT, Enterprise Analytics, Customer Insights and Operational Excellence, and OpCo analysts to acquire any additional data for tracking relevant Journey KPIs

Minimum Requirements:

Education:

• Bachelor's Degree in technical or business-related field or equivalent work experience

Experience:

• Analytical skill set with advanced knowledge of Microsoft office
• Analyst I: At least 0-2 years of professional experience
• Analyst II: At least 2-4 years of professional experience
• Analyst III: At least 4-6 years of professional experience

Minimum knowledge, skills, and abilities required of the position

Working knowledge in all aspects of technology, technology/IT systems. Appreciable change management experience. Experience with process optimization and end-to-end processes. Experience with performance management, developing and tracking KPIs. Ability to communicate effectively with all levels in the organization. Understanding of the industry and industry best practices. Strong collaboration and relationship management knowledge, skills and abilities. Strong communication, facilitation, presentation and creative problem solving skills.

• Help out in collating relevant information onsite (PC names, PTO tracking, et al). Checking and ensuring Verint Recording (Software) is installed on each PC (Training Room and Production Floor).
• Assistance in relaying requests from Command Center and ensuring they are followed/adhered to
• Monitor communication between WM and the Command Center (Responding to Chats/Emails)
• Help in real time management task: such as adherence monitoring, queue management which may include implementing AHOD and offering WFR when needed
• Help check for MyLearning Compliance (Cheryl does not have visibility to this)
• Help check for Timely PW Change Compliance (Cheryl does not have visibility to this) 
• Participate in Daily staffing/Weekly Scheduling calls/Other important Meetings
• Provide Cheryl/Command Center relevant updates that may impact staffing (such as but not limited to: Site Events, Local events – start of school/Flu Season/et al. Also - Traffic or Road conditions/Accidents/Weather/et al).
• Back up for agent skilling, as needed. 

#LI-HR1

Primary Location: Louisiana-West Monroe Louisiana : West Monroe 
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.

Equal Opportunity

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.

Our expectations are the five employee and leader behaviors we believe are essential for positive stakeholder outcomes.

Our expectations:

1. Make our customers more successful
2. Innovate and continuously improve
3. Collaborate and share knowledge
4. Be accountable for results
5. Recognize and reward outcomes