Join the Clean Energy Revolution

Become Business Operations Analysis, Advisor at Southern California Edison (SCE) and build a better tomorrow. This position will lead and execute strategic initiatives, projects and develop/revise business processes for the Customer Contact Center (CCC). You will build and maintain positive relationships and collaborate with internal and external business partners in order to ensure that our customers have an effortless customer experience. This role will also provide functional expertise as a subject matter expert to various CCC impacting projects. For this role, you will need to have strong time and project management skills, and understand the value of communicating to your clients, stakeholders, and cross-functional business partners.

As an Advisor in the CCC, your work in this role will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

A day in the life - Get ready to think big, work smart and shine bright!

• The Advisor will work with leaders and employees from the CCC and other organizations to address significant or complex business issues and drive decisions and initiatives that impact policies and processes
• Leads various strategic projects and initiatives, by planning all aspects of the work which includes identifying stakeholders, developing and managing project and communication/training plans
• Leads strategic and improvement initiatives/projects by developing business requirements, defining deliverables, implementing actions, and evaluating outcomes
• Leads and/or attends project meetings, makes decisions as needed, resolves and escalates issues where appropriate
• Provides input and reviews training materials to be delivered to the CCC frontline employees
• Assists with scriptwriting and participates in user acceptance testing and production verification testing
• Provides CCC subject matter expertise to cross-functional, operational, and regulatory projects impacting the Contact Center and vendors
• Maintains and updates existing CCC processes, policies, and procedures; and works with other organizations to develop new processes based on regulatory requirements
• Facilitate discussions with various stakeholders on ad-hoc and routine basis to ensure alignment and understanding of any impacts to CCC processes and procedures
• Analyze and interpret data, develop alternative, present findings and recommendations, and consult with stakeholders and decision makers in support of strategy and roadmap planning

The essentials

• Seven (7) or more years of experience interpreting analytical results to provide recommendations/solutions
• Knowledge of Customer Contact Center processes and functions
• Strong oral and written communication skills to understand and appropriately respond to stakeholder needs

The preferred

• Bachelor’s degree or higher in Business Administration or related field
• Knowledge of SAP C/4 and S/4
• Proficiency with Microsoft Word, Excel, PowerPoint, and Visio
• Ability to analyze and use data to understand operational performance and identify solutions
• Ability to navigate ambiguous situations and flexible to adjust to changing priorities
• Experience developing and delivering presentations to both technical and non-technical audiences
• Experience in facilitating and leading process re-engineering efforts and/or business requirements workshops
• Experience working well under time constraints with ability to self-manage priorities and multiple demands while maintaining attention to detail and producing high-quality work with minimal direction
• Demonstrate strong ethics, interpersonal skills, and the ability to problem solve complex issues

You should know…

• The position’s work mode is remote. Employee is able to work primarily at home or remote however, the employee may be expected to come to an SCE facility on occasion. Unless otherwise noted, employees are required to reside in the state of California. Hiring organizations can add further requirements related to specific jobs. Further details of this work mode will be discussed at the interview stage.
• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, and hiring process, and more!

Testing

• This position requires testing and applicants who are identified to continue through the selection process will be invited to test via email. We invite you to visit our Candidate Resource page for further information and to access information guides. For Information Guides, please reference test 8203-Edision Individual Contributor workstyles. Candidates who have previously passed these assessment(s), in some cases, may not need to retest again for this position.

• Relocation does not apply to this position

About Southern California Edison

The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

At SCE, we celebrate our differences. We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.