Business Operations Analyst II

Job Description

Job Description

Callouts:
This role is hybrid in the Lehigh Service Center ( tues- thurs in office )

Position Overview
The Business Operations Analyst II supports customer service operations by delivering reliable operational analysis, performance reporting, and insights within a regulated utility environment. With moderate autonomy, this role analyzes customer service data, monitors operational and compliance driven KPIs, and maintains established dashboards and reporting solutions to support day to day operations, forecasting, and staffing decisions. The analyst partners with business and technical stakeholders to identify trends, risks, and root causes affecting service delivery, while ensuring data accuracy, documentation, and regulatory readiness across reporting and analytics.

Key Responsibilities
Analyze customer services operational data, including call volume, handle time, service levels, backlog, billing accuracy, and customer satisfaction metrics
Develop and maintain dashboards, scorecards, and recurring reports for leadership and operational teams
Monitor key performance indicators (KPIs) related to customer experience, efficiency, and compliance
Identify trends, risks, and root causes impacting customer performance and service delivery
Partner with business stakeholders to translate operational needs into analytical requirements
Perform ad\'hoc analyses in support of customer service operations, performance monitoring, and continuous improvement
Ensure accuracy, consistency, and transparency of reporting and documentation
Assist with data preparation for regulatory reporting or audits related to customer service performance

Required Qualifications
Bachelors degree, preferably in Business, Analytics, Finance, Operations, Information Systems, or a related field
3+ years of experience in business operations analysis, customer operations analytics, or a similar analytical role
Strong analytical and problem solving skills with the ability to interpret and explain operational data
Hands on experience developing and maintaining reporting solutions using data visualization tools, preferably Power BI Desktop and Power BI Report Builder
Proficiency in SQL for querying, validating, and analyzing data across multiple datasets
Advanced Excel skills (pivot tables, formulas, data validation, and analysis)
Experience working with operational KPIs and performance management metrics
Ability to update and maintain existing reports and analytical queries to support evolving business needs
Demonstrated ability to validate data accuracy, reconcile results, and document assumptions
Strong written and verbal communication skills, with the ability to present insights to both technical and non technical audiences
Proven experience collaborating with cross functional business and technical stakeholders

Preferred Qualifications
Experience in a regulated utility, energy, or large customer service environment
Familiarity with customer service systems (e.g., Customer Information System, Customer Relationship Management, Interactive Voice Response, Workforce Management, or similar platforms)
Exposure to call center analytics, meter to cash, billing operations, or customer experience analytics
Experience supporting regulatory, audit, or compliance related reporting
Working knowledge of Python for operational analytics, including data validation, transformation, trend analysis, and automation of recurring reports or analytical tasks
Familiarity with Databricks or Snowflake environments as sources for reporting, analytics, or downstream business intelligence tools
Working knowledge of Microsoft Power Platform tools (Power Automate and Power Apps) to support operational reporting, automate data processes, or enhance business workflows

Key Competencies
Customer\'centric analytical thinking
Operational performance management
Attention to detail and data integrity
Adaptability in a regulated environment
Ability to modify and enhance existing queries, reports, and dashboards to incorporate new or changing data sources while validating data accuracy, assumptions, and analytical results
Time management and prioritization

This is NOT a driving role