** This position may be filled in any of our Division Locations: Phoenix, AZ, Tucson, AZ, Las Vegas, NV, Carson City, NV or Victorville, CA **

The Supervisor/Customer Solutions Data Analysis is responsible for overseeing the staff and day-to-day operations of the Data Analytics team within the Customer Solutions department. Areas of responsibility include support of Contact Center, Account Resolution Team, and various departments within the Company, including Regulatory, Compliance and Public Affairs.

POSITION DIMENSIONS

Reporting directly to this position are up to five exempt support staff personnel. The incumbent frequently exchanges information with various levels of personnel within the organization, and infrequently exchanges information with officers.

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires four to six years of relevant work experience. This position requires a minimum of one year of people leadership. Strong technical skills are required. Strong interpersonal, verbal and written communication skills are also required. Very strong Microsoft Office Suite skills required. Knowledge of Power BI, Tableau, or similar reporting format is required.

A bachelor’s degree in Computer Science, Statistics, Information Systems or Business Administration or related field from an accredited university or prior experience working in multiple components of a contact center environment is preferred.

EESSENTIAL JOB RESPONSIBILITIES

• Oversight of reporting requests, including making recommendations for reporting enhancements
• Coordinate and ensure accurate and timely responses to data requests, and needed data extracts for analysis both inter and intra-departments
• Coordinate efforts to create and maintain the key operational reporting packages and delivery that cover production performance (back-office, credit and billing, quality management, and customer trends and behaviors)
• Serve as a consultative partner to senior leadership, offering analysis and recommendations on reporting strategies to identify trends, optimize cost and performance, and reduce risk
• Analyze trending and use customer information to make recommendations for enhancements and improvements to Contact Center and Account Resolution Team’s processes through identification of issues
• Develop and maintain reporting suites to track movement of customer account information
• Present results of data analytics to leadership across the Company
• Oversee department activities to ensure objectives are met
• Communicate effectively with support groups and business areas
• Oversight of the analysis and recommendations of reporting for Customer Engagement and Energy Services
• Perform related duties and responsibilities as assigned
• Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

$84,343 - $126,515

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.