Customer Service Performance Analyst

POSTING DEADLINE This position is posted until filled.

DEPARTMENT Department: Customer Operations

Job Description Customer Service Performance Analyst Salary Grade: G07

Minimum Midpoint Maximum

$73,060 - $96,804 - $120,548

Summary Supports the assessment, development and improvement of Marketing and Customer service business processes. Acts as a liaison to facilitate the identification and articulation of business requirements. Researches and reports on Marketing and Customer Service best practices, as relevant to business needs. Aids in the identification of metrics that enable continuous improvement of department processes

Essential Duties And Responsibilities Supports management in the collaborative assessment of existing business processes, identifying process gaps and ineffiiciences

Acts as a liaison between external departments to help identify and translate functional requirements

Leads independent assessments of processes, compliance, products, and services to determine gaps between current and desired specified states, using appropriate quality management basis

Leads and coordinates department's self-assessments

Conducts and leads root cause analysis in support of incident investigations and process failures

Investigate systematic performance problems, and analyzes their root causes

Assists in the development of corrective action proposals and provides strategic direction to management in implementing corrective action

Identify and prioritize key opportunities for improvement to ensure they are integrated with operational and strategic planning

Supports operations, organizations, and functional areas in the effective integration, alignment, and linkage of strategies, processes, procedures, action plans, and measurement systems

Supports process improvement team in the theory and application of process improvement approaches as applied to core and support business processes

Analyzes complex processes for process improvements, identifies and recommends performance metrics

Supports the design of systems for monitoring and controlling critical path performance

Supports continuous efforts to identify, collect, analyze, report, utilize, and improve key performance indicators and key process metric for core and support business processes

Coaches and supports management training for operational assessments

Competencies Ability to maintain positive and productive working relationships with a variety of individuals and groups

Demonstrated leadership, organizational, and management skills

Demonstrated interpersonal skills with strong ability to influence and build consensus

Knowledge of organizational structure, workflow, and operating procedures

Qualifications MINIMUM EDUCATION AND/OR EXPERIENCE:

Bachelor's degree from four-year college or university with five to seven years related experience or equivalent combination of education and/or experience related to the discipline.

Certificates, Licenses, Registrations Certification in a relevant quality discipline by an independent national or international body preferred (e.g. ASQ, CQA, Six Sigma certification)

Communication Skills Ability to read and interpret business documents

Ability to write routine reports and correspondence

Ability to speak effectively before various internal and external constituents

Computer Skills Advanced experience with MS Office applications and proficiency with data analysis applications and flow-charting applications

Analysis And Problem-solving Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time. Good vision and ability to adjust focus is required. Manual dexterity is required. Must occasionally lift and/or move up to 10 pounds.

Work Environment Office environment.

SAFETY AND ADA STATEMENT Safety Statement Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans With Disabilities Act (ADA) Statement If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.