SUMMARY OF JOB RESPONSIBILITIES AND REQUIREMENTS
JOB TITLE: Workforce & Systems Analyst
REQUISITION ID: CUS00FA
DEPARTMENT: Credit & Collections and Remittance Processing – Wichita Service Center and Raytown Customer Care Center
LOCATION: Wichita, KS
Raytown, MO
PAY RANGE: Workforce Analyst I: $49,200 – $61,500
Workforce Analyst II: $60,200 – $75,300
Sr Workforce Analyst: $68,000 – $90,700
Scheduled Work Hours: Monday – Friday, 6:30 a.m. to 3:00 p.m.; Additional hours as needed.
Summary of Primary Duties and Responsibilities:
Provide support and assistance to Supervision and Management with day-to-day operations of Credit & Collections and Remittance Processing. Duties include but are not limited to distribution of work, developing, monitoring and tracking of internal metrics, troubleshooting, system investigations, vendor management, training, as well as intraday management to meet customer expectations and financial objectives. Serve as a liaison between front line employees, Revenue Management leadership, and internal stakeholder groups. Provide leadership to improve workforce and departmental performance. Assist with development of department strategies and policies, proactively identify improvement opportunities in areas of risk and propose deployable solutions.
Major Responsibilities Include, but are not Limited to:
• Work Scheduling
• Assigning of Reports, SWIFT Correspondence, and other miscellaneous work items
• Assigning of CCB To-Dos
• Coordination of employee schedules including vacation bidding
• Coordinate and scheduling both group and individual training
• Attendance Reporting and Validation
• Coordination and/or implementation of employee schedules in Totalview (NICE/IEX)
• Coordination of time-off planning including yearly vacation bidding
• Communication of attendance issues to Supervision through routine reporting tools
• Creation of custom reports as necessary and presents information in an understandable format.
• Performance metrics tracking and monitoring
• Creation of custom reports as necessary and presents information in an understandable format.
• Work closely with designated representatives from C&C, Remittance Processing, Billing, and CIS Operations groups to build, maintain and manage successful customer relationships
• Assist with training and development of employees
• Communicate objectives and goals
• Responsible for functional support of the customer service technologies, including the testing of technology enhancements, troubleshooting of technology problems, analyzing related data issues and providing assistance in fulfilling customer information reporting requirements.
• Foster an open forum for innovation, change and cross-functional learning.
• Review, document and analyze current billing processes and procedures.
• Identify opportunities for improving processes or reduction in operational costs by enhancing processes or technologies.
• Strengthen process performance, establish strategies and policies, identify issues and opportunities, recommend actions relating to but not limited to the Billing Services Department.
• Identify new technology capabilities or enhancements to existing technologies to improve customer service levels or reduce operation costs. Responsible for the design, testing and complete implementation of the new or enhanced technologies
Education and Experience Requirements:
A bachelor’s degree in business, accounting, finance, economics, or related business field is preferred. Requires at least 2 years of demonstrated business-related experience with the preferred candidate having 5 years of experience.
Skills, Knowledge, and Abilities Required:
• Demonstrated advanced understanding and experience managing technology frequently used Billing Services technology; Workforce planning technology (NICE/IEX), PowerBI, Cisco Jabber/Finesse.
• Ability to meet demanding timeline and support highly transactional business environment, inclusive of seasonal peaks.
• Proficient PC technology-Microsoft Products.
• Familiarization with multi-client and/or multi-skill environment.
• Problem Solving, Analytical and Conceptual thinking – using logic and reason, creative and strategic thought processes
• Thorough knowledge of Oracle CCB.
Licenses, Certifications, Bonding, and/or Testing Required: None
Working Conditions:
Normal office working conditions. Must have a satisfactory work record including good attendance.
Evergy has a clear mission – To empower a better future. Evergy chooses to live this mission by valuing People First. We know to accomplish becoming the most innovative and reliable energy company, we need a team with a variety of backgrounds, perspectives, and skills. So, our goal is to be a diverse workforce that is representative of the communities we serve. We are committed to celebrating diversity and building a team where everyone – regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status – has a voice and can bring their best every day. We know that the more diverse and inclusive we are, the better we will be. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.
Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.