Business Operations Analyst II

Peak Performers has partnered with a national utilities company to assist in their search for a Business Operations Analyst II in Allentown, PA . In this contract position, you will be responsible for supporting customer service operations by delivering reliable operational analysis, performance reporting, and insights within a regulated utility environment.

Major duties

• Analyze customer services operational data, including call volume, handle time, service levels, backlog, billing accuracy, and customer satisfaction metrics
• Develop and maintain dashboards, scorecards, and recurring reports for leadership and operational teams
• Monitor key performance indicators (KPIs) related to customer experience, efficiency, and compliance
• Identify trends, risks, and root causes impacting customer performance and service delivery
• Partner with business stakeholders to translate operational needs into analytical requirements
• Perform ad‑hoc analyses in support of customer service operations, performance monitoring, and continuous improvement
• Ensure accuracy, consistency, and transparency of reporting and documentation
• Assist with data preparation for regulatory reporting or audits related to customer service performance
  
  

What are we looking for?

• Bachelor’s degree, preferably in Business, Analytics, Finance, Operations, Information Systems, or a related field
• 3 years of experience in business operations analysis, customer operations analytics, or a similar analytical role
• Hands on experience developing and maintaining reporting solutions using data visualization tools, preferably Power BI Desktop and Power BI Report Builder
• Proficiency in SQL for querying, validating, and analyzing data across multiple datasets
• Advanced Excel skills (pivot tables, formulas, data validation, and analysis)
• Ability to update and maintain existing reports and analytical queries to support evolving business needs
• Demonstrated ability to validate data accuracy, reconcile results, and document assumptions
• Experience in a regulated utility, energy, or large customer service environment preferred
• Familiarity with customer service systems (e.g., Customer Information System, Customer Relationship Management, Interactive Voice Response, Workforce Management, or similar platforms)
• Exposure to call center analytics, meter to cash, billing operations, or customer experience analytics
• Experience supporting regulatory, audit, or compliance related reporting
• Working knowledge of Python for operational analytics, including data validation, transformation, trend analysis, and automation of recurring reports or analytical tasks
• Familiarity with Databricks or Snowflake environments as sources for reporting, analytics, or downstream business intelligence tools
• Working knowledge of Microsoft Power Platform tools (Power Automate and Power Apps) to support operational reporting, automate data processes, or enhance business workflows
  
  

Exciting Opportunity Details

• Rate: $60.15/hour
• W2 Contract
• Worksite Location: Allentown, PA
• Hybrid
• 2 year contract
  
  

The Peak Performers difference

• Excellent medical health, dental & vision insurance at 60 days
• Our employees may choose to participate in a 403(b) retirement plan
• Qualified applicants with chronic medical conditions and/or disabilities receive priority placement
• We pay weekly through direct deposit
• In business since 1994 and thousands of job placements
  
  

All employment offers are contingent on the successful completion of a pre-employment criminal background check, in compliance with all applicable federal and state laws.

Applicants for employment with Peak Performers must possess work authorization that does not require sponsorship for a visa now or in the future.

Peak Performers is an equal opportunity employer and will consider all applicants without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. Peak Performers does not accept unsolicited resumes from headhunters, recruitment agencies or fee-based recruitment services.

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