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Southern Company

Analyst Sr, Customer Service

Southern Company
Employment type: 
Full time
Remote Position: 
Required degree level: 


This position is responsible for data analysis and decision support as part of the Customer Care Workforce Analytics Team. Additionally, this position is responsible for Customer Care reporting which includes reporting of key metrics, analysis, and development of goals, providing historical trend data, development of the annual staffing plan, and ad hoc reporting for Customer Care leaders.

This position will be filled at a level E3-E5, based upon experience.

This position is expected to participate in the Customer Care Operations on-call rotation. Moreover, this position is hybrid and can be done primarily remotely. However, there are expectations that this position will report to the Customer Care facility for a minimum of 12 business days per month.


  • Represent GPC in committee meetings to determine project requirements for system solutions
  • Maintain and/or update month-end, year-to-date and ad hoc Customer Care Center reporting
  • Analyzes caller trends using Verint Speech Analytics to evaluate call drivers, and determines outcomes including caller sentiment and first-call resolution
  • Conducts complex business analysis and develops recommendations to management based on findings
  • Present insights visually and with clarity in a variety of methods (PowerPoint, PowerBI) and for a variety of audiences (front line employees, managers, executives)
  • Participate in analysis for annual goal-setting process
  • Interface with Scheduling and Critical Response Teams to provide insights and suggestions into optimizing service level attainment, overtime, etc.
  • Partner with business owners to produce and support analytics regarding operational business issues, including but not limited to, outage communication, payment arrangements, connects, and disconnects
  • Support the Technology analysts with business analytics for projects
  • Independently and collaboratively prepare reports and templates as needed by leaders
  • Develop relationships with personnel in various GPC and Southern Company business units, as well as outside vendors, customers, and other utilities
  • Identify and implement process efficiencies including process automation, speech to text call analysis for self-serve enhancements, etc.

Candidates with the following preferred qualifications are encouraged to apply:


  • Bachelor's degree in Business, Computer Science, Data Science, Finance, or a related field preferred


  • Minimum of two (2) years working experience in data analysis, customer service, call center operations and/or project management
  • Proficient in oral and written communications with the ability to put together presentations and share actionable insights for leaders
  • Experience in building and maintaining reports with Power BI
  • Experience with general programming, Visual Basic/Macro building and modification, and database experience preferred
  • Experience with DataMart, Avaya CMS, and/or Avaya Workforce Efficiency (AWE) preferred
  • Excel proficiency and knowledge including advanced formulas and pivot table creation and modification
  • Strong Office productivity skills (Word, Excel, PowerPoint, Visio)
  • Experience in programming in XML and web development is a plus
  • Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently


  • Management of the Avaya workforce optimization software
  • Excellent analytical, organizational, and problem-solving skills
  • Strong technical sills working with Excel, Word, Power BI, DataMart, Avaya, and SharePoint are a plus
  • Ability to maintain strong relationships and participate on cross functional committees and project teams
  • Self-directed with strong initiative; demonstrates good judgment and personal responsibility
  • Ability to work well in a team environment and thrive on contributing to team's success
  • Proven ability to be a quick learner and manage in a high activity environment with multi-task requirements
  • Ability to extract, aggregate, interpret and present data and trends independently
  • Consistently sets and maintains high performance standards
  • Builds teamwork and trust
  • Seeks continual growth and development
  • Strong communication skills including active listening


  • Must demonstrate behaviors consistent with Our Values - safety first, intentional inclusion, act with integrity, and superior performance
  • Voluntarily takes ownership, develops a solution, and sees the solution through to completion
  • Demonstrates good judgment and personal responsibility in all aspects of performance
  • Recognized as a Student of the Business
  • Consistently sets and maintains high performance standards
  • Builds teamwork and trust
  • Seeks continual growth and development
  • Leads with curiosity

Together with our subsidiaries, we deliver clean, safe, reliable and affordable energy to our 9 million customers. Our focus is doing so with service excellence.

That means we are leaders who take action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. We create community value through energy, social, economic, and environmental progress.

We do this through electric operating companies in three states and natural gas distribution companies in four. Our family of companies draw on diverse energy sources to create the best mix for our service areas, including electricity, natural gas, solar power, carbon-free nuclear, and other sustainable sources.

We leverage our leading distributed energy infrastructure company and other innovative technology to better serve every customer. Our competitive, national generation company serves wholesale customers, and our family includes a fiber optics network, and telecommunications services.

We have positioned diversity and inclusion as critical to our success enabling us to put the needs and well-being of the people we serve at the center of all that we do.

Southern Company believes all employees should feel welcome, valued, respected and heard. Our goal is a workplace in which all employees contribute to their fullest and a workforce that reflects our customers and communities. We accomplish this by valuing and leveraging the full range of differences and similarities we bring to our teams, customers and communities.

Workplace Awards

  • 2023 100% Corporate Equality Index Score - Human Rights Campaign (7th consecutive year)
  • 2023 America's Best-In-State Employers – Forbes
    • Southern Company (No. 1 in Alabama, No. 5 in Georgia)
  • 2023 Best Employers for Women (No. 9) - Forbes
  • 2023 America’s Greatest Workplaces – Newsweek
  • 2023 Best Companies for Multicultural Women – Seramount
  • 2023 Top 50 Companies for Diversity - DiversityInc (8th consecutive year)
    • No. 1 Top Company for Black executives
    • No. 3 Top Company for Veterans
    • No. 5 Top Company for Supplier Diversity
    • No. 14 - Top Company for Executive Diversity Councils
  • 2022 Global 200 – Forbes
  • 2022 Best Employers for Women - Forbes
  • 2023 America’s Best Employers for Diversity - Forbes
  • 2023 America’s Greatest Workplaces for Diversity - Newsweek
  • 2023 America’s Best Large Employers – Forbes
    • No. 15 overall, top utility
  • 2023 Top 100 Military-Friendly Employer (No. 2) - GI Jobs magazine
Vision Accommodations, Hearing Accommodations, Mobility