Description: Callouts:
- This role is hybrid in the Lehigh Service Center ( tues- thurs in office )



Position Overview

The Business Operations Analyst II supports customer service operations by delivering reliable operational analysis, performance reporting, and insights within a regulated utility environment. With moderate autonomy, this role analyzes customer service data, monitors operational and compliance driven KPIs, and maintains established dashboards and reporting solutions to support day to day operations, forecasting, and staffing decisions. The analyst partners with business and technical stakeholders to identify trends, risks, and root causes affecting service delivery, while ensuring data accuracy, documentation, and regulatory readiness across reporting and analytics.

________________________________________

Key Responsibilities

•Analyze customer services operational data, including call volume, handle time, servic...