PRIMARY PURPOSE OF POSITION
The Business Analyst, Customer Care is responsible for a range of activities which ensure the operational effectiveness and excellence of the business unit. This Functional Business Analyst, working in conjunction with Information Technology and Business Unit Leadership, will analyze, develop, improve or resolve Customer Care impacting issues. Will support some aspects of the Customer Care internal and vendor partner relationship. Plan, manage and track the Call Center Strategic Initiative to ensure milestone deliverables are met. Effectively manage daily interactions and relationships with customers and Customer Care vendor to drive operational excellence acting as the liaison with internal functional groups.
PRIMARY DUTIES AND ACCOUNTABILITIES
Provides technical support for the business unit, serves as subject matter expert for business systems, actively engages with the business to understand call center operational issues and recommend/implement solutions
Identifies opportunities for improving business processes through information systems and/or non-system procedural changes; analyzes discrepancies/trends in service or performance and makes recommendations for updates
Consults with cross functional business unit leadership and personnel to identify, define and document business functions, needs and objectives, current operational procedures, problems, requirements, and levels of systems access; acts as liaison between the business unit and Information Technology
Develops requirements for, new systems and enhancements to existing systems; ensures the system design fits the needs of the users
Reviews technical documents with IT project staff to ensure business requirements are adequately reflected in technical planning documents
Participates in user acceptance testing and testing of existing and new system functionality
Proactively assists with the identification of training and development needs. Works with Training and QA leadership to continuously upgrade the skills and capabilities or call center agents and business unit personnel.
Act as liaison with Marketing & Sales for the rollout of new products and programs
10-20% travel to other business units as required.
Must have 3 years prior customer service experience with Residential and Business accounts
2 years' experience performing business analysis (defining needs and recommending solutions)
Strong customer focus skills to work with users on defining needs, addressing issues and answering questions
Strong prioritization and organizational skills, including the ability to maintain several concurrent projects while providing realistic delivery dates and managing customer expectations
Strong initiative and self-starter to work on projects with limited management oversight
Experience developing test plans and scenarios
Proven experience working with complex systems
Experience with use case development and testing coordination
Experience in electricity/gas markets operations
call center management experience and/or vendor management
Project Management experience within a Customer Care arena demonstrating increasing levels of accountability
Experience with IVR, PBX, CRM and MS Office software
Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.
VEVRAA Federal Contractor
Pepco Energy Services