PS Job Title: Analyst I (CCO)
Work Place Flexibility: Hybrid
Legal Entity: Entergy Services, LLC
***This vacancy will be filled as a Workforce Management (WFM) Real-Time Analyst I, II or III depending on qualifications. ***
The Workforce Management (WFM) Real-Time Analyst is responsible for independently managing real-time workforce operations and executing staffing strategies that support contact center performance objectives. This position continuously analyzes operational conditions, workforce availability, service level performance, and customer demand to make staffing decisions that optimize service delivery and workforce utilization.
The Analyst serves as an experienced workforce management professional who provides operational guidance, supports scheduling and forecasting activities, and acts as a subject matter resource for workforce management systems and processes. This role partners closely with contact center leadership to proactively manage staffing risks and improve operational performance.
The position supports all contact center business hours and may be required to provide workforce management coverage during major events, outage response activities, emergency operations, and business continuity situations.
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.
Primary Location: Arkansas-Little Rock Arkansas : Little Rock
Job Function: Corporate
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT
Number of Openings: 3
Req ID: 124567
PS Job Title: Analyst I (CCO)
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.
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.
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.
Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.
At Entergy (NYSE: ETR), we power life. More than 100 years ago, our founder Harvey Couch started this company with a handshake, some sawdust and a vision. Couch wanted to bring safe, affordable, reliable energy to the Middle South – energy that would power the lives of people and communities.
Today, we own and operate one of the cleanest large-scale U.S. power generating fleets including more than five gigawatts of carbon-free nuclear capacity, a fleet of highly efficient gas resources, and a fast-growing portfolio of renewable resources.
The nearly 12,000 men and women of Entergy deliver electricity and gas services to 3 million utility customers in Arkansas, Louisiana, Mississippi and Texas, generating annual GAAP revenues of $13.8 billion. Headquartered in New Orleans, we continue to play a driving role in the economic growth of the Gulf South.
Our work matters. That’s been true for more than 100 years. And as we look to the next century, we remember the constant that bridges our past and future: We Power Life.
Fast Facts:
Entergy currently has a 90% rating on the 2022 Corporate Equality Index released by the Human Rights Campaign Foundation. This score places Entergy among the top energy and utility companies in the survey.
With roots in the Gulf South region for more than a century, Entergy is a recognized leader in corporate citizenship, delivering more than $100 million in economic benefits to local communities through philanthropy and advocacy efforts annually over the last several years.
With a total of 44 awards from EEI for its restoration and mutual-assistance work, Entergy remains the only utility company to have won either EEI's Recovery or Assistance Award, or both, every year since the awards began in 1998.
