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Manager II, Issues Management & Analysis

Manager II, Issues Management & Analysis

TXU EnergyIrving, TX, US
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Manager II, Customer Issues Management / Issues Analysis

The Manager II, Customer Issues Management / Issues Analysis will have overall responsibility and direct oversight for Supervisors, Agents and Analysts accountable for remediation of both routine and complex residential and small / medium (TOSA) customer issues and reducing the inflow of customer issues through analysis of root cause, coordination of preventive measures and optimization of supporting work processes. The Manager will also partner with internal teams to identify process efficiencies, drive work destruction, prepare and offer solutions that address the issues. Additionally, this position manages outsourcing relationships through monitoring quality of work, tracking and reporting of metrics and service level agreements and building relationships with vendors.

Key Accountabilities

  • Develop, implement and track performance metrics to ensure effectiveness of organization, people and processes; achieve stated goals and metrics
  • Direct a team of analysts accountable for understanding and reducing the inflow of customer issues through analysis of root cause, identification of trends / issue drivers, coordination of preventative actions, optimization of work processes and implementation of identified improvements
  • Establish agent benchmarks and update annually, as needed
  • Manage the allocation of resources to ensure staffing levels are appropriate for the volume of work received; adjust accordingly for off-peak / on-peak seasons
  • Manage multiple outsourcing relationships to ensure quality and timely results which may include domestic and overseas travel
  • Ensure essential operations are maintained during emergency conditions with minimal customer impact
  • Ensure adherence to Company and Customer Operations systems, policies, procedures and regulations; ensure department processes and procedures are maintained

Education, Experience, & Skill Requirements

  • 3+ years experience managing / supervising production teams and professional level employees
  • 7+ years professional level work experience, with at least 5 years significant customer operations, process optimization, root cause and operational metrics analysis to identify and drive improvement opportunities
  • Advanced analytical, organization and problem-solving skills, with ability to analyze large volume of data
  • Experienced in process improvement methodologies (i.e., CQ / Kaizen, LEAN, 6 Sigma)
  • Knowledge of the electricity industry and competitive retail electric markets preferred
  • Excellent customer service skills
  • Ability to manage a diverse range of projects simultaneously
  • Occasional international travel to partner sites
  • Experience gained through college degree programs and / or certifications is applicable to above skills

    • Key Metrics

  • Execute against employee metrics including Benchmark, QA, LOIEs, Complaints, Phone Adherence and training attendance / participation
  • Improvement of Issues Management performance through reduced inflow of customer issues and / or improving productivity / efficiency through process optimization and AI
  • Demonstrate sound financial management
  • Ability to achieve quality work under deadline pressure in a rapidly changing environment
  • Ensure effective / efficient staffing during both on and off-peak season

    • Job Family

    Customer Service

    Company

    Vistra Retail Operations Company

    Locations

    Irving, Texas Texas

    We are a company of people committed to : Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today!

    It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws.

    If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at assistance@vistraenergy.com to make a request.

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    Manager Ii Management • Irving, TX, US