Call Routing Analyst

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow?  A  position at Xcel Energy could be just what you’re looking for.

Position Summary

Provide key call routing and technical support to effectively operate the Customer Care contact centers serving all of Xcel Energy service territory. You will be in a major player in customer facing self-service initiatives including all customer contact channels and not limited to the IVR phone system. This includes the self-service enhancement cycle, partnering with other business areas to help capture requirements, performing UAT testing and work with business systems members to find solutions. Support the daily outbound campaigns and work with requestors to meet their needs. You will also be a part of a 24x7 rotation to handle after hours emergencies.

Essential Responsibilities

• Provide primary business support for the IVR as well as other self-service channels. This includes the entire enhancement cycle including but not limited to requirement gathering, design, UAT testing, deployment, reporting and customer inquiries/investigations.
• Manage and administer outbound customer contact campaigns. Ensure campaigns meet regulatory requirements and that campaigns are effectively implemented. Provide call disposition reporting as required to the campaign requestors.
• Provide channel routing recommendations as well as perform legacy PBX changes that will impact contact center operations as well as performance (skill changes, office closures, new 800 numbers, menus, etc...). Provide guidance and recommendations for routing solutions that increase customer experience or operational efficiency. You will ensure that customers are routed to the best contact center representative for their current issue based on the channel selected by the customer and support self-service initiatives that meet our regulatory obligations.
• Troubleshoot and communicate technology issues that are impacting the contact center (IVR, CCQR, CRS, AFS, Billing, PC hardware, legacy systems, etc...) Partner with the Contact Centers, IT Helpdesk and Communications department to ensure that timely updates and resolutions are communicated to our contact center agents.
• On-Call pager support to guarantee 24x7 stability of the contact center routing environment. Provide call routing and technology support before, during and after escalated events through the use of timely upfront messaging and working with Communications team during escalated operations. Assist in the coordination of both planned and unplanned technology events including the weekly change control cycle as well as the implementation of new IVR/self service releases.

Minimum Requirements

Previous technical experience in a like position ability to effectively communicate, strong ability to utilize Microsoft Office applications (i.e. Visio, Access, Excel and PowerPoint)) for the purpose of calculation of data and presentation of results. A team player with the ability to react and quickly change tasks in a constantly changing environment. The ability to work independently with little supervision and have strong results. Two years previous call routing experience in a contact center environment or a like technical experience with fast learning ability. A degree in Telecommunications, Business Administration, IT or equivalent work experience. Available for rotating on-call due to storms or escalated events. Previous experience with ACD and IVR platforms (i.e., Avaya). Microsoft SQL and database (or other query reporting tools) experience is a preferred.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com.

Non-Bargaining

The anticipated starting base pay for this position is: $24.00 to $39.77 per hour

This position is eligible for the following benefits: Spot On Bonus, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Volunteer Paid Time Off (VPTO), Parental Leave

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

Deadline to Apply: 04/30/24

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ACCESSIBILITY STATEMENT
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