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PNM Resources

Location: Albuquerque, NM US
Position Type:
Rqd Education: Certification
Rqd Experience: 2 - 5 years
Date Posted: July 27, 2022
Reference Code: 6087729
This position is posted until filled.

Salary Grade: G08
Minimum Midpoint Maximum
$58,128 - $77,021 - $95,912


Leads the assessment, development, testing, and improvement of call center business processes and other areas as needed. Leads reporting and data analysis for Call Center (and other areas) volumes and employee productivity to maximize technology and staffing to meet service level commitments and goals. Develops and provides reports to management on metrics and Key Performance indicators. Leads in the identification of metrics that enable continuous improvement of department processes. Leads the critical and routine system support functions of hardware and applications used by multiple areas within the company..


Leads the collaborative assessment of existing business processes, identifying technology gaps and inefficiencies

Provides analysis to determine the proper staff level and routing for efficient contact handling

Leads assessment of emerging issue trends for departments such as Call Center, Dispatch, NSD, Solar, and Revenue Operations and staff to determine gaps and make recommendations for improvement

Leads the collaboration with multiple areas to ensure business and customer needs are met.

Leads in the identification, prioritization, testing, and implementation of key opportunities for improvement to ensure they are integrated with operational and strategic planning

Leads the analysis of forecasted targets to actual on a daily basis, responds to issues and works with Leadership to implement necessary adjustments to achieve goals

Leads the generation, maintenance, development, and monitoring of historical and real-time reports and outbound calling campaigns for the contact centers and other departments as needed using reporting software

Leads the support of repairs, and replacements of software and hardware components

Schedules meetings and training without compromising service factors

Generates call center scheduling, shift bids, and call forecasting to determine staffing levels

Leads in the maintenance of dashboards and reports necessary to measure and improve key performance metrics

Leads the creation, maintenance, and sets agent access, skill levels, softphone, computer, and group set-ups for all groups using call center technology.

Responds to requests for assistance during and after hours pertaining to technical call center equipment and programs for all groups using call center technology.

Leads special projects to ensure they are completed in a timely and accurate manner

Leads the monitoring and adjustments call center and other department systems to ensure proper function.


Ability to develop/maintain documentation of support processes with charts, diagrams, web pages, etc.

Ability to maintain positive and productive working relationships with a variety of individuals, groups, and departments

Ability to value employees and partners by focusing on the knowledge, skills, innovative creativity, and motivation of employees and partners

Advanced interpersonal skills with strong ability to influence and build consensus

In-depth knowledge of organizational structure, workflow, operating procedures and business applications and systems

Knowledge, understanding, and commitment to express and implement the company's vision and goals

Advanced ability to analyze, summarize, and effectively present data

Ability to lead multiple teams toward successful outcomes within scope, timeline and budget



Bachelor's degree from four-year college or university with three to five years related Information Technology experience, or equivalent combination of education and/or experience related to the discipline.


Microsoft, Workforce Optimization, Systems Management Software(SMS), and/or Vendor hardware certification is preferred.


Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively speak and present information and respond to questions from internal and external constituents


Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume

Ability to apply concepts of basic algebra and geometry


Advanced experience with spreadsheet, word processing, sharepoint, and database software

Advanced experience with data analysis applications


Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time. Good vision and ability to adjust focus is required. Manual dexterity is required. Must occasionally lift and/or move up to 10 pounds while performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock.


Office environment.

Employees in Services Company may be responsible for providing services to various Holding Company subsidiaries and affiliates.

PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.
About this Employer‍

PNM Resources is an energy holding company based in Albuquerque, N.M., with 2020 consolidated operating revenues of $1.5 billion. Through its regulated utilities, PNM and TNMP, PNM Resources provides electricity to approximately 800,000 homes and businesses in New Mexico and Texas. PNM serves its customers with a diverse mix of generation and purchased power resources totaling 3.0 gigawatts of capacity, with a goal to achieve 100% emissions-free energy by 2040. PNM Resources is publicly traded on the New York Stock Exchange as PNM.

PNM Resources strives to create enduring value for customers, communities and shareholders built on a foundation of Environmental, Social and Governance Principles. At the core of our business we are focused on our Vision, our Purpose and our Values.