Supervisor, Performance Analytics at American Water Resources Inc in Alton, Illinois

Job Description:

Diversity of backgrounds, ideas, thoughts, and experiences is vital to our culture and the way we do business.  Creating an environment where differences are embraced and where every person feels engaged and included makes us safer, stronger, and more successful.

 

With a history dating back to 1886, American Water is the largest and most geographically diverse U.S. publicly traded water and wastewater utility company.  The company employs more than 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to 15 million people in 46 states.  American Water provides safe, clean, affordable and reliable water services to our customers to help make sure we keep their lives flowing.  For more information, visit amwater.com and follow American Water on Twitter, Facebook and LinkedIn.

 

PLEASE NOTE:  In order for American Water to evaluate decisions about new regulations, reintegration, and safe operating practices, all employees are required to report their vaccination status.

Locations:

Alton, IL

Naperville, IL

Camden, NJ

Primary Role

The Performance Analytics Supervisor reports to the Sr. Manager, Performance and Experience. This role is responsible for overseeing the daily production of the Performance Analysis team, as well as supporting the betterment of business performance across HOS. Through development and accountability of direct reports this role will ensure the creation, accuracy, and delivery of meaningful daily, weekly, and monthly insights. The Business Performance Supervisor will be a primary point of contact for Operations when supporting the validation of data to real-life scenarios for HOS. Collaborating with all areas of the business this Supervisor will perform root cause analysis, trend identification, providing key findings to and partnering with the Sr. Manager for improved results.

Key Accountabilities

• Oversee the creation, and delivery of accurate routine reporting - that meet all stakeholders’ needs and timeframes. 


• Ensure consistency and validity of source data used for reporting produced by the performance analysts, including benchmarking metrics


• Foster a positive team environment through coaching, accountability, development, and career pathing of direct reports.


• Utilize  the WFM application, Voice Analytics Programing, and Customer Experience platform to deliver meaningful, relevant, and insightful analysis at all levels required.


• Provide support to HOS stakeholders by identifying additional opportunities to analyze data for improved business intelligence for ensuring a closed loop feedback (ex. Escalations data analysis to enhance Training materials focusing on prevention)


• Routinely collaborate with each department and Sr. Manager to ensure reporting needs are being met and support enhancements.


• Identify data/reports that have cross functional purpose and ensure delivery to key leadership for big picture application.


• Innovate on existing analytical approach including use of new analysis techniques, and development of strategic reporting beyond current state.


• Effectively communicate with all levels of the business including written, verbal, electronic, formal presentations.


• Create and maintain up to date customer journey mapping

Knowledge/Skills

• Expert proficiency in use of MS Office analytical tools, primarily Excel-Advanced.


• Data management and working knowledge of software applications, especially in data extract and reporting.


• Strong balance of quantitative and analytical abilities, communication, and interpersonal skills.


• Creative, responsive, resourceful, and adaptive in a dynamic environment.


• Ability to create and present clear findings to business management, as well as recommendation for improvement


• Innovator in strategic analysis, and data trend identification to represent business as industry leader


• Ability to participate in and/or lead cross-functional projects involving custom data interface development.


• Understands the concepts of overall business and call center, key KPIs and performance management.  


• Ability to lead a team of individual contributors in a collaborative fashion to support the HOS mission, vision, and achievement of business goals


• Strong knowledge of Microsoft Office Suite, including advanced level Excel (pivot tables, compiling macros, database query, etc.), and Power Point


• Proficient with database and reporting tools (SSRS/SQL, Reporting Services) and Geographic Information Systems, Tableau, Oracle, CRM


• Full understanding of company/industry  performance markers


• Thorough understanding of  home warranty customer journey


• Creation of custom data interface(s) and report development.


• Strong understanding of business level need when producing reporting to flex both big picture application, and pinpoint detail

Experience/Education

•  Bachelor's degree in business administration, information technology or other related business major a plus


• Equal years of work experience may be considered in lieu of degree.


• 3+ years of report creation using large databases (MS Dynamics, Cisco, Oracle, Marketing Warehouse, etc.) and reporting tools (MS Office, Crystal, SQL Reporting Services, Tableau, etc.), or equivalent educational background.


• Proven understanding, application, and maintenance of Voice Analytics tool, and Customer Experience reporting platform


• Demonstrated customer service experience to include supervising employees, decision making and a thorough understanding of business and call center technologies, including customer/field database systems and their respective reporting mechanisms. 


• Prior experience with journey mapping, previous Visio experience preferred


• 
  

   

  
  

Travel Requirements

• Up to 25%, depending on needs of business

Other

• Incorporate American Home Solutions Mission and Vision in daily management.  


• 
  Vision: Purpose-driven, people-powered, customer-obsessed trusted partner for every home.  


• 
  Mission: To keep our customers’ lives flowing by making their home lives easier. 

Certifications & Licenses

• None required; however, Tableau and Voice Analytics/Data Science preferred

Work Environment

• Office and Remote

Competencies

Champions safetyCollaboratesCultivates innovationCustomer obsessedDrives ResultsNimble learning

 

 

Join American Water...We Keep Life Flowing™

 

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.

 

Apply Now