Senior Business Performance - Contact Intelligence

Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today .

We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.

Military service members and veterans with ranks from E5-E9, W1-CW5, or O3-O6, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.

At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.

This position does not offer relocation assistance.

Job Summary

The Contact Intelligence Team is seeking a highly motivated, analytical, and results-driven Senior Business Performance Analyst to join Customer Contact Operations. This role is ideal for a self-starter who enjoys solving complex operational problems, working across teams, leveraging data to influence decisions, and identifying opportunities to improve the customer and employee experience.

The Senior Business Performance Analyst serves as a key partner across Contact Operations, supporting workforce and vendor management, operational performance, technology and system readiness, data analysis and reporting, and continuous improvement. This individual will translate operational data into meaningful insights, identify performance trends and risks, and partner with internal teams and external vendors to drive solutions and measurable outcomes.

The successful candidate will be comfortable balancing both day-to-day operational needs and longer-term strategic initiatives and will demonstrate strong ownership, sound judgment, curiosity, and the ability to communicate effectively with business partners and leadership.

General Responsibilities

- Monitor operational performance across internal teams and vendor partners to ensure service-level, customer experience, and business objectives are achieved.

- Perform real-time and historical analysis of contact center performance, including call volume, ASA, AHT, adherence, abandonment, service level, repeat contacts, staffing, and resource utilization.

- Analyze data from multiple sources to identify trends, root causes, risks, and opportunities; recommend actions that improve customer experience, productivity, and operational effectiveness.

- Develop and maintain reports, dashboards, and performance updates that translate complex data into clear, actionable insights and recommendations for operations and leadership.

- Support internal and vendor operations through performance monitoring, issue resolution, operational readiness, and effective resource management.

- Monitor critical customer-contact technologies and operational platforms; assess business impacts and coordinate escalation and response to system issues or outages.

- Partner across Technology, Operations, Customer Experience, and external vendors to support system enhancements, testing, implementations, process changes, automation, and AI-enabled capabilities.

- Lead or support business improvement initiatives, from problem definition and root-cause analysis through solution development and measurement of results.

- Establish and improve process documentation, controls, reporting methodologies, and operating procedures to promote consistency, accuracy, and sustainability.

- Serve as a subject-matter resource and mentor to other analysts, using sound judgment and influence to support decision-making and strengthen team capabilities.

- Communicate operational performance, emerging risks, technology impacts, and recommended actions effectively to business partners and leadership.

- Participate in a rotating duty assignment and provide after-hours, storm, and emergency-event support as required.

Required Knowledge, Skills, Abilities & Experience

5+ years of relevant experience in contact center operations, workforce management, business/data analytics, vendor management, technology support, or related business operations.

- Demonstrated ability to analyze operational data, identify trends and root causes, and translate findings into actionable business recommendations.

- Strong understanding of contact center operations and performance metrics, including service level, ASA, AHT, adherence, abandonment, call volume, staffing, and queue performance.

- Experience with reporting, visualization, and analytical tools; proficiency with Microsoft Excel and experience with Power BI are preferred.

- Demonstrated ability to independently solve complex operational or technical problems, assess risk, exercise sound judgment, and manage competing priorities.

- Strong written and verbal communication skills, with the ability to translate complex information for operations teams, vendors, business partners, and leadership.

- Demonstrated ability to work collaboratively across functions, influence without direct authority, and drive issues or initiatives through resolution.

- Strong attention to detail and commitment to data accuracy, process discipline, documentation, continuous improvement, and knowledge sharing.

Education Requirements

Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education:

Bachelor

Preferred Discipline(s): Accounting, Business, Economics, Finance

Other disciplines may be substituted for the preferred discipline(s) listed above.

Licenses, Certifications, or Quals Description

Working Conditions

Office Work Environment 76 -100% Travel Up to 25%
## Other Working Conditions

Test Description

No Testing Required

Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

What You'll Get

Expected Hiring Base Salary Range:

$81900 - $106400

The expected hiring base salary range is the range we anticipate hiring within for this position. The actual salary offered may vary based on factors such as the selected candidate’s qualifications, skills, experience, and work location. This is not intended to represent the full salary range for the position or limit future compensation growth.

At Dominion Energy, we offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which includes: health, dental, and vision benefits with coverage for families and domestic partners, vacation, retirement plans including 401k contributions and matches, paid holidays, tuition reimbursement, bonus eligibility, sick leave, and disability insurance. To learn more about our benefits, click here: dombenefits.com.

Dominion Energy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin and/or status as a protected veteran or individual with a disability.

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