Manager II, Issues Management & Analysis

Vistra Corp • Irving, TX

3d

About The Position

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.

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
• Excellent customer service skills
• Ability to manage a diverse range of projects simultaneously
• Experience gained through college degree programs and/or certifications is applicable to above skills
• Proficient in MS Office
• Process Improvement

Nice To Haves

• Experience using analytical tools such as Tableau and/or Power BI
• Also, a plus is experience using AI/Power Apps

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees