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Entergy · 6 hours ago

Analyst

Little Rock, AR

Full-time

Hybrid

New Grad, Entry, Mid, Senior Level

0+ years exp

Entergy is a utility company seeking an Analyst to join their customer analytics team. The role involves performing data analyses, supporting decision-making, and specializing in various aspects of analytics related to contact center and business operations. Analysts will engage in complex operational and financial analysis, contributing to the overall performance management program.

Electrical DistributionEnergyMarketingPower GridRetail TechnologyTrading Platform

H1B Sponsor Likely

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

Qualification

Data analysisMicrosoft SQL ServerVerint Speech AnalyticsMicrosoft T/SQLMicrosoft PowerBIAnalytical skillsMicrosoft OfficeCommunication skills

Required

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

Analyst I - 0-2 years of professional experience

Analyst II - 2-4 years of professional experience

Analyst III - 4-6 years of professional experience