Job Description

JOB SUMMARY/PURPOSE

Delta Utilities is seeking a Real-Time Analyst within the Customer Operations business unit which plays a critical role in monitoring and managing operational efficiency in real-time. Reporting directly to the Workforce Manager, this position is responsible for overseeing workforce performance, ensuring optimal resource allocation, and addressing operational exceptions to support our commitment to delivering outstanding customer service. 

This is a full-time, non-exempt position that can be located at one of our 4 locations, New Orleans, Louisiana, Shreveport, Louisiana, Lake Charles, Louisiana or Gulfport, Mississippi. 

JOB DUTIES/RESPONSIBILITIES

• Monitor Real-Time Dashboard: Track live data to ensure workforce performance meets operational goals and identify potential issues promptly.
• Team Manager Alerts: Proactively communicate with Team Managers regarding performance fluctuations, staffing needs, or unforeseen challenges.
• Intraday Management: Analyze intraday metrics to optimize workforce scheduling and staffing levels throughout the day.
• Exception Handling: Identify and address attendance, schedule deviations, and other exceptions impacting operational efficiency.
• Attendance Monitoring: Track workforce attendance and adherence to schedules, escalating any irregularities when necessary.
• Reporting: Generate and maintain detailed reports on key performance indicators (KPIs), including real-time efficiency metrics, and provide actionable insights to the Workforce Manager.

MINIMUM QUALIFICATIONS

Minimum education required of the position

• High school diploma or equivalent; a degree in Business Administration, Operations Management, or a related field is preferred.

Minimum experience required of the position

• 1-2+ years of experience in workforce management, real-time analysis, or a similar operational role within a customer service or utility environment.

Minimum knowledge, skills and abilities preferred of the position

• Technical Skills: Proficiency in workforce management software and data visualization tools. Strong analytical and problem-solving skills. NICE/Genesys experience a plus.
• Soft Skills: Excellent communication, attention to detail, and the ability to work effectively under pressure in a fast-paced environment.

Any certificates, licenses, etc. required for the position

• None

Physical Requirements

• Sitting – Ability to sit for prolonged periods (up to 8 hours) while working at a computer station.
• Standing/Walking – Ability to stand and walk intermittently throughout the workday, including moving between workstations or meeting areas.
• Reaching/Handling – Ability to reach overhead and below the waist, and handle objects or controls with hands and fingers.
• Lifting/Carrying – Ability to lift and carry up to 15 pounds occasionally (e.g., office supplies or light equipment).
• Vision – Ability to see and read data on computer screens, dashboards, and reports with or without corrective lenses.
• Hearing – Ability to hear and respond to spoken communication and audio alerts in a moderate noise environment.
• Speech – Ability to speak clearly to communicate with team members and managers in person and over the phone.
• Mobility – Ability to move freely within the office space to access workstations, printers, and other office equipment.

Working Conditions

• Office Environment – Work is performed in a climate-controlled office setting with standard lighting and ventilation.

• Noise Level – Moderate noise level due to computers, office equipment, and team member interactions.
• Work Hours – May require flexible working hours, including early mornings, evenings, weekends, and holidays to meet operational demands.
• Screen Time – Prolonged exposure to computer screens and electronic monitoring systems.
• Pace of Work – Fast-paced environment requiring quick decision-making and responsiveness to real-time issues.
• Interaction – Frequent communication with team managers and staff, including phone, email, and in-person contact.
• Seating/Workstation – Work is primarily performed at a desk with the use of a computer and headset.

About Delta Utilities

Delta Utilities is a leading natural gas utility with a focus on safe, dependable service to customers. Headquartered in New Orleans, Louisiana, the utility will serve nearly

600,000 customers and become one of the leading natural gas providers in Louisiana and Mississippi and among the top 40 providers in the United States.

In 2023, Entergy announced that it had entered into an agreement with Delta Utilities to sell its Louisiana gas distribution business. The natural gas utility currently serves more than 200,000 customers across East Baton Rouge and Orleans parishes. In February 2024, Delta Utilities entered into an agreement with CenterPoint Energy to acquire its Louisiana and Mississippi natural gas businesses, which currently serve approximately 381,000 customers. Once the transactions are complete, Entergy's Louisiana natural gas operations and CenterPoint Energy's Louisiana and Mississippi natural gas systems will be operated by Delta Utilities. Learn more:

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.

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