Southern Company · 18 hours ago
Senior Customer Operations Analyst
Atlanta, GA
Full-time
Hybrid
Senior Level
5+ years expSouthern Company is America’s premier energy company, and they are seeking a Senior Customer Operations Analyst to manage SouthStar Energy’s omnichannel solution and oversee performance reporting across multiple contact centers. The role involves developing forecasts, optimizing staffing, and ensuring customer experience objectives are met.
EnergyNatural ResourcesNuclear
Responsibilities
Analyze call center performance trends and collaborate with cross-functional teams to develop accurate volume and average handle time forecasts that optimize staffing, enhance customer satisfaction, and control costs
Coordinate forecasting inputs from internal departments to ensure reliable call volume projections supporting SouthStar’s operational and service objectives
Partner with contact center operations to maintain appropriate staffing levels that meet regulatory and contractual service requirements
Develop, document, and maintain business rules and standard operating procedures within assigned areas of responsibility
Design, implement, and continuously improve IVR, ACD, Artificial Intelligence tools and other contact channels within the omnichannel platform
Create and maintain comprehensive reporting on IVR, ACD, and omnichannel performance metrics across multiple vendors and sites
Administer SouthStar’s omnichannel solution and oversee vendor and site-level system administration to ensure consistency and operational efficiency
Align contact center workforce operations with SouthStar’s strategic goals and performance objectives
Stay current on regulatory requirements and industry changes to ensure ongoing compliance
Maintain a deep understanding of SouthStar’s business processes and operational practices
Monitor, analyze, and report expenses related to vendor services and internal operations to support cost management
Contribute insights and data to Customer Operations business planning and budget development
Measure and communicate operational results and performance metrics across all levels of the organization
Collaborate with managers and business units to guide both short- and long-term planning initiatives that enhance efficiency and effectiveness across internal operations and vendor partnerships
Work closely with marketing and pricing teams to design customer segmentation strategies and campaigns that attract and retain profitable customers
Monitor call quality and compliance with scripting standards, providing actionable feedback to internal stakeholders to drive continuous improvement
Coordinate with internal teams to manage and implement change within contact center operations, ensuring alignment with organizational goals
Act as the voice of the customer within SouthStar Energy and vendor organizations, advocating for customer needs and experience improvements
Represent vendor perspectives within SouthStar Energy and serve as SouthStar’s ambassador within vendor organizations to strengthen collaboration and performance
Provide first-level support for contact center vendors on omnichannel issues, coordinating cross-vendor efforts to ensure timely and effective resolution
Monitor, analyze, and report daily, weekly, monthly, and annual operational performance metrics to identify trends and opportunities for improvement
Develop and implement targeted improvement plans based on operational data insights to enhance efficiency and customer experience
Identify patterns in customer inquiries and feedback across segments, collaborating with internal teams to ensure issues are addressed and service quality is optimized
Partner with internal and external stakeholders to design new programs, refine existing ones, and phase out underperforming initiatives and vendors
Track and evaluate program and vendor profitability to ensure optimal use of Retail Segment resources and maximize return on investment
Qualification
Required
Bachelor's degree or equivalent experience
5+ years of applicable experience
Experience with Omnichannel software (preferably Five9) and/or ACD/switch administration
Experience with contact center volume and average handle time forecasting
Experience with administration of Artificial Intelligence Contact Center tool/application
Ability to conduct trending and data analysis
Excellent analytical skills
Microsoft Office proficiency
Exceptional verbal and written communication skills. Ability to communicate in a positive and professional manner with customers, co-workers, employees and vendors
Strong organizational and problem resolution skills
Ability to coordinate and manage multiple tasks effectively
Minimal supervision is required. Must be able to demonstrate working independently yet operating effectively as a team player
Preferred
Deep experience with BI self-service technologies such as Microsoft Power BI
Experience in SQL or similar languages
Contact center workforce management experience
Previous experience in a retail energy industry
Operational knowledge of the deregulated natural gas market in Georgia
Benefits
Competitive base salary
Annual incentive awards for eligible employees
Health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being
Incentive program
Company
Southern Company
Southern Company headquartered in Birmingham, Alabama, is the shared services division of Southern Company.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6.16BKey Investors
GRIP Program
2025-10-03Post Ipo Equity· $1.75B
2025-05-20Post Ipo Debt· $1.45B
2024-10-21Grant· $160M
Leadership Team
Thomas Fanning
President and CEO
David Poroch
EVP & Chief Financial Officer
Recent News
2026-01-22
Idaho Business Review
2025-12-26
Company data provided by crunchbase