Position Details

Type Not Specified

Experience senior

Exp. Years 5+ years

Education Bachelor's degree or equivalent experience

Category Operations & Logistics

About this role

Senior Customer Operations Analyst responsible for managing the omnichannel Five9 platform, forecasting call volumes, and administering ACD/AI tools across multiple contact centers to optimize customer experience and cost.

Key Responsibilities

Administer Five9 omnichannel and vendor/site-level admin
Design and improve IVR, ACD, and AI tools
Create/maintain reporting across vendors/sites
Forecasting inputs and staffing coordination
Monitor service levels and cost controls

Technical Overview

Technical scope includes Five9 omnichannel, ACD administration, contact center forecasting, and BI reporting (Power BI) with SQL support; hybrid work environment in an energy retail context.

Ideal Candidate

The ideal candidate is a senior operations analyst with 5+ years in omnichannel contact centers, Five9 or similar platforms, and strong forecasting and BI skills (Power BI/SQL). They should be adept at vendor coordination, reporting, and optimizing customer experience in the energy retail space.

Must-Have Skills

5+ years of applicable experienceExperience with Omnichannel software (preferably Five9) and/or ACD/switch administrationExperience with contact center forecastingExperience with administration of Artificial Intelligence Contact Center tool/application

Nice-to-Have Skills

Deep experience with BI self-service technologies such as Microsoft PowerBIExperience in SQL or similar languagesContact center Omni channel administration experiencePrevious experience in a retail energy industry

Tools & Platforms

Five9Artificial Intelligence Contact Center toolsPower BISQLMicrosoft Power BI

Required Skills

Five9ACD administrationcontact center forecastingAI contact center toolsPower BISQLMicrosoft Power BIMicrosoft ExcelBI reportingdata analysis

Hard Skills

Five9 omnichannel platformACD administrationcontact center forecastingAI contact center toolsPower BISQLMicrosoft Power BIMicrosoft ExcelPower BI

Soft Skills

Analytical thinkingExcellent communicationProblem solvingTeam collaborationAttention to detail

Industry & Role

Industry Energy

Job Function Oversee omnichannel contact center operations and forecasting for SouthStar Energy to optimize customer experience and efficiency.

Role Subtype Operations Analyst

Tech Domains Power BI

Keywords for Your Resume

senior customer operations analystfive9acDomnichannelforecastingAI contact centerPower BISQLMicrosoft ExcelBIretail energygeorgia deregulated energycall centeroperations analystacdpower bisqlmicrosoft exceldata analysisreportingvendor coordination

Deal Breakers

Less than 5 years of relevant experience, No Five9 or omnichannel experience, No forecasting or BI experience

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