Operations Analyst

Job Title: Operations Analyst
Job Location: Herndon, VA (Onsite)
Job Duration: 12+ Months(Possibility of extension)
 
Job Description:
 
Quick description of the role or project story (What this role will be doing):
 

• Gathers and analyzes customer calls and various computer data to determine location and cause of power outages
• Efficiently dispatches first response personnel and repair crews to provide quick and logical response to outages and emergency situations
• Schedules and manages other non-emergency customer related work in a timely and cost-effective manner to ensure superior customer service
• Accurately reports outages to customer’s accounts
• Accurately manages Estimated Restoration Times to customers
• Provides accurate and timely information to customers, and first line resolution to customer complaints
• Provides timely and accurate data for continual Service Reliability improvements

 
What are the top (at least 3 if possible) “must have” skill sets (technical/functional) which are required?

• Verbal & Written communication skills
• Good computer skills & proficiency working in various software applications
• Problem resolution & analytical thinking.

 
What are the top “nice to have” skill sets?

• 1-5 years related experience

 
What soft skill requirements do you have (team fit and personality requirements)

• Teamwork, adaptability, attention to detail

 
What education and certifications/licensures are required?

• None

 
Are there any specific companies/industries or ideal background you’d like to see in the candidate’s experience?

• Utility companies, 911 dispatchers, Military background, call centers