Analyst

PS Job Title: Analyst I (CCO)

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, LLC

Job Summary / Purpose:

The Workforce Management (WFM) Real-Time Analyst II is responsible for independently managing real-time workforce operations and executing staffing strategies that support contact center performance objectives. This position continuously analyzes operational conditions, workforce availability, service level performance, and customer demand to make staffing decisions that optimize service delivery and workforce utilization.

The Analyst II serves as an experienced workforce management professional who provides operational guidance, supports scheduling and forecasting activities, and acts as a subject matter resource for workforce management systems and processes. This role partners closely with contact center leadership to proactively manage staffing risks and improve operational performance.

The position supports all contact center business hours and may be required to provide workforce management coverage during major events, outage response activities, emergency operations, and business continuity situations.

Duties / Responsibilities:

1. Real-Time Workforce Management

• Monitor and manage service levels, staffing performance, occupancy, queue conditions, and customer demand in real time.
• Independently execute staffing adjustments to address changing business conditions.
• Manage intraday staffing activities including overtime, voluntary time off, shift modifications, and workforce reallocations.
• Analyze staffing variances and develop recommendations to improve performance.
• Coordinate staffing movements across business units, channels, and vendor partners.

2. Workforce Planning and Scheduling Support

• Support short-term forecasting and workload analysis activities.
• Analyze historical volume and staffing trends.
• Assist in development and maintenance of staffing plans.
• Partner with scheduling teams to improve workforce alignment and schedule effectiveness.
• Recommend schedule modifications based on operational performance and business needs.

3. Workforce Administration

• Perform advanced workforce management system administration activities.
• Maintain workforce profiles, skills, queues, organizational assignments, and workforce configurations.
• Audit workforce management data and correct discrepancies.
• Support workforce system testing and implementation activities.

4. Reporting and Analysis

• Develop and distribute workforce performance reports and dashboards.
• Analyze workforce performance metrics and identify emerging trends.
• Provide operational insights and staffing recommendations to leadership.
• Conduct root-cause analysis for service level and staffing performance variances.

5. Technology and Incident Management

• Monitor technology performance and operational impacts.
• Serve as workforce liaison during technology incidents and service disruptions.
• Coordinate communication and response activities during operational events.
• Track workforce impacts associated with technology issues and outages.

6. Leadership and Operational Support

• Assist in training new workforce analysts.
• Participate in workforce management projects and process improvement initiatives.
• Serve as a workforce management resource for contact center leadership.

Minimum Requirements:

Education:

• Bachelors Degree in technical or business-related field or equivalent work experience

Experience:

• Analytical skill set with advanced knowledge of Microsoft office
• Analyst I: At least 0-2 years of professional experience
• Analyst II: At least 2-4 years of professional experience
• Analyst III: At least 4-6 years of professional experience

Minimum knowledge, skills, and abilities required of the position

Working knowledge in all aspects of technology, technology/IT systems. Appreciable change management experience. Experience with process optimization and end-to-end processes. Experience with performance management, developing and tracking KPIs. Ability to communicate effectively with all levels in the organization. Understanding of the industry and industry best practices. Strong collaboration and relationship management knowledge, skills and abilities. Strong communication, facilitation, presentation and creative problem solving skills.

Primary Location: Arkansas-Little Rock Arkansas : Little Rock

Job Function: Corporate

FLSA Status: Professional

Relocation Option: No Relocation Offered

Union description/code: NON BARGAINING UNIT

Number of Openings: 3

Req ID: 124567

PS Job Title: Analyst I (CCO)

Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.