Workforce Optimization Analyst

Date: May 20, 2024

Location(s): Juno Beach, FL, US, 33408

Company: NextEra Energy

Requisition ID: 80280

is the world's largest generator of renewable energy from the wind and sun, and a world leader in battery storage. We provide energy-related products and services that grow our economy, protect the environment, support our communities and help customers meet their energy needs. We are leading the decarbonization of the U.S. economy with our goal to reach Real Zero carbon emissions from our operations by 2045 while improving customer affordability and reliability. Are you interested in creating a cleaner environment for future generations? Join our world-class, innovative team today.

Position Specific Description

A leading residential clean energy solutions provider, EverBright brings together finance and technology to provide customers with an all-in-one solution for powering their carbon-neutral homes. Our mission is to be the driving force in the decarbonization of our planet by delivering accurate solar designs, affordable and flexible financing options, and the world class service.

We are seeking a highly motivated and detail-oriented Operations Analyst to join our dynamic contact center team. The Operations Analyst plays a critical role in ensuring the smooth operation of our contact center by administering workforce management, scheduling, configuring the contact center’s omnichannel communications platform, performance analysis and reporting, and providing first-level technical support. You will be a problem-solver with a keen eye for detail and a desire to continuously improve our agent experience and customer service delivery.

Workforce Management & Scheduling:

• Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).

• Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.

• Manage agent time off requests and ensure adequate staffing levels are maintained.

CXOne Platform Configuration:

• Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements.

• Troubleshoot basic system issues and escalate complex problems to IT support.

• Stay up to date on CXOne, IVR, and contact center best practices.

• Performance Analysis & Reporting:

• Develop and maintain reports to track key performance indicators (KPIs) such as call volume, handle time, customer satisfaction, and agent adherence.

• Analyze performance data to identify trends, areas for improvement, and opportunities for coaching and development.

• Prepare reports for management, highlighting key metrics and insights.

First-Level Technical Support:

• Provide first-line technical troubleshooting for agents experiencing issues with the CXOne platform or other contact center technology.

• Document and escalate complex technical issues to IT support.

• Maintain a knowledge base for frequently encountered issues and solutions.

Qualifications:

• Minimum 2-3 years of experience in a contact center or related business operations environment

• Strong understanding of contact center operations and best practices

• Proven experience with workforce management (WFM) software and scheduling principles

• Experience working with a communications platform like CXOne (a plus)

• Excellent analytical and problem-solving skills with a data-driven approach

• Strong communication, interpersonal, and organizational skills

• Proficient in Microsoft Office Suite and comfortable learning new software programs

• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment

This position will be 5 days a week on site at our Juno Beach, FL HQ

Job Overview

Employees in this role conduct complex operational analyses and lead medium to large project teams that support informed decision making within the business unit.

Job Duties & Responsibilities

• Conducts analyses and prepares reports that provide operation and/or technical support to business operations

• Conducts quantitative and qualitative research to support medium to large special projects

• Assists with process design and modification for continuous business improvement

• Performs other job-related duties as assigned

Required Qualifications

• High School Grad / GED

• Bachelor's or Equivalent Experience

• Experience: 1+ years

Preferred Qualifications

• Bachelor's Degree

Employee Group: Exempt

Employee Type: Full Time

Job Category: Finance, Accounting & Business Analytics

Organization: NextEra Energy Project Management, LLC

Relocation Provided: No

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies . Please see ourfor more information.