This position is responsible for providing business support, strategic vision, as well as technical support for enhancements, development and selection of systems and interfaces for customer service functions. Responsibilities include, but are not limited to, coordinating activities in the following functional areas: Speech Analytics, Avaya IVR/VRU Automated Phone System, Online Customer Care, Property Manager Portal, Energy Assistance Portal, CTI Screen Pops, Internal and External Self-Service Knowledgebases, Internal websites/team sites, employee performance dashboards, Power BI, DataMart, Avaya phone system, Avaya OneX Agent, teleworking technical support, Citrix virtual desktops, Robotic Process Automation bot (RPAs), Knowledgebase, Mobile App, Digital Assistant, Chatbot, and Avaya Workforce Optimization. This position works as a liaison between customer service and technology teams at MPC and the Southern Company Technology Organization with responsibilities that include serving as program managers (PM) and/or subject matter experts (SMEs) as needed for Customer Engagement system initiatives.

JOB REQUIREMENTS:

Education:

• Bachelor’s degree in business, computer science, data science, mathematics, statistics, finance or a related field highly preferred
• Current SAFe Product Owner/Product Manager (POPM) 6.0 certification preferred. Candidates without this certification must demonstrate the capability and commitment to obtain it within a specified timeframe upon hire.

Experience:

• 3 or more years of experience in an operational, technology, or customer service support role required
• Experience working with customer relationship management (CRM) applications required
• Project management experience preferred

Skills and Knowledge

• Proficiency in Microsoft Power BI, including experience in creating dashboards, reports, and data models to support business decision-making highly preferred. Ability to analyze data and present insights effectively to stakeholders is required
• Strong technical skills and proficiency working with Excel, Word, Access, Monarch, DataMart, Avaya, IDMS, Verint, SharePoint, and/or Oracle applications is a plus
• Excellent written and verbal communication skills with the ability to collaborate across complex matrix organizations with leaders at all levels
• Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently and effectively present data to appropriate stakeholders
• Ability to work effectively with leaders, peers, and vendors
• Strong project management skills, with experience managing projects from beginning to end with minimal assistance
• Management of the Avaya workforce optimization software
• Excellent analytical, organizational, and problem-solving skills
• Ability to make sound decisions with minimum or no supervision • initiative and personal accountability
• Ability to manage multiple assignments, work efficiently under pressure, and meet deadlines
• Ability to work effectively in a team environment and assume a leadership role on project assignments

Behavioral Attributes:

• Demonstrate behaviors consistent with Our Values—Safety First, Intentional Inclusion, Act with Integrity, Superior Performance
• Demonstrate personal initiative and accountability in all aspects of performance
• Consistently sets and maintains high performance standards
• Builds teamwork and trust
• Consistently contributes to team and organizational success

• Represent Mississippi Power in system projects to assess needs, identify requirements, and support technology initiatives for system solutions
• Provide daily technology support to customer service employees and MPC customer needs, including technical support for desktop applications
• Perform analysis on system enhancements and requests; write formal change requests for changes
• Provide strategic leadership to coordinate training, communications, integration, enhancement prioritization and roadmap efforts
• Prepare business cases: present proposals to peers, management and system-wide committees
• Manage project functions – gather requirements, analyze data, identify solutions, perform pre and post implementation testing, coordinate training and document results
• Serve as subject matter expert (SME) for customer service and technology needs
• Develop and maintain strong working relationships with internal and external stakeholders and vendors
• Coordinate initiatives, goals, and enhancements with marketing, power delivery, technology, digital strategy and other departments throughout the company
• Provide accurate and timely reporting for performance data
• Produce routine and ad hoc reports to meet requests as needed
• Communicate system changes to key stakeholders and users and provide training for major change impacts
• Identify and implement process efficiencies
  Mississippi Power , a subsidiary of Southern Company, provides clean, safe, reliable, and affordable energy to more than 192,000 customers and communities in 23 southeast Mississippi counties. For over 100 years, Mississippi Power is a leader in customer service, workforce development and education, environmental stewardship, and employee volunteerism. The company is an industry leader when it comes to working safely, providing around-the-clock reliable service and its expert storm response. Mississippi Power has been at the forefront of innovation in the state through strategic partnerships in electric transportation and solar energy. The company has worked with the Coast Transit Authority to put the state’s first electric public transportation bus in operation and with Forrest County Agriculture High School on the state’s first electric school bus. It also partnered with the Hattiesburg Zoo on a new electric train and worked with the country’s largest Domino’s franchise to electrify its delivery fleet. Also, a leader in renewable energy, Mississippi Power partnered with the Naval Construction Battalion Center to install the first microgrid at a Navy facility. The company was among the first to introduce utility scale solar in the state with nearly 160 MW of renewable energy produced, enough to power 23,000 homes for a year. Mississippi Power’s mission is to provide world-class value to our customers and communities every day.
  Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers’ and communities’ needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .
  Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.
  Southern Company is an equal opportunity employer where an applicant’s qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
  Job Identification: 14104
  Job Category: Data Analytics
  Job Schedule: Full time
  Company: Mississippi Power