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　　Job Summary:

　　The Vendor Management Analyst in this role is responsible for the analysis and resolution of global issues affecting the Customer Care organization. In addition, the Analyst must monitor effectiveness of business processes, conduct analysis, make recommendations, and coordinate implementation for system, process and performance improvements resulting in timely and correct completion of customer issues and meeting Retention Call Center performance metrics. In this role the Analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including but not limited to Information Technology, Back Office Operations (including invoicing, service initiation, remittance processing), Consumer Operations, Marketing, Accounting, Human Resources, Legal, Regulatory, and Procurement.

　　In addition, the analyst will be responsible for all the above duties as it relates to supporting third party service provider relations and processes.

　　Essential Duties/Responsibilities:

　　Act as a liaison between the customer care organization and third party service providers

　　Act as a liaison between the customer care organization and other business units and departments

　　Prepare spreadsheets, graphics, and word documents as required for reporting, analysis, documentation, and presentations

　　Maintain close and ongoing relationships with internal customer facing groups as well as Back Office to affect timely response to customer issues

　　Identify, document, and implement reporting processes & call forecasting processes between Work Force Management & Service Provider

　　Assist in Service Provider invoice reviews and overall budget management

　　Perform call center metrics and financial analysis

　　Assist in the monthly call forecasting and communication processes

　　Domestic and International Travel Required Monthly; Must be flexible

　　Negotiation Skills

　　Perform customer care impact assessments for business rule and process improvement changes driven from a variety of business units and departments

　　Manage large and small changes into the customer care organization through coordination with key business and information technology teams

　　Identify and document technical system and process requirements for improved operational efficiencies and customer service related global issues

　　Provide analytical and technical support to Customer Care teams for analysis of internal business processes and system capabilities to improve accuracy and efficiency related to completion of global issues

　　Gain cross functional support and approval for system and process changes from key stakeholders and Change Management Team to affect timely and complete implementation

　　Develop and document training requirements, training materials and provide training as required for call center representatives, supervisors and management

　　Perform other duties as assigned

　　Minimum Requirements:

　　High School diploma or GED equivalent required

　　At least 2 years of experience in operations within the energy industry, retail operations in competitive consumer services, or call center operations is required

　　1-2 years of experience in analyzing data and looking for trends to improve performance

　　Preferred Qualifications:

　　Bachelor’s degree from an accredited college or university preferred

　　Strong project management, leadership, and relationship skills are preferred

　　Experience with Vendor/Service Provider Management also considered a plus

　　Additional Knowledge, Skills and Abilities:

　　Strong work ethic

　　Must be an effective team player

　　High level of honesty and integrity

　　Able to handle multiple tasks simultaneously

　　Strong leadership skills

　　Excellent communications skills, both written and verbal

　　Results oriented

　　Keen attention to detail

　　Ability to look for trends and provide solutions

　　Is comfortable interacting with internal and external leadership teams

　　Is comfortable holding people accountable to commitments

　　SAP – CCS skills a plus

　　Excellent personal computer skills, including all MS Office applications, are required

　　Physical Requirements:

　　Majority of work performed from a seated position in front of a computerWorking Conditions:

　　Professional, fast-paced environment

　　Position is based remotely

　　Work schedule could start as early as 7:00 AM

　　Why NRG is a great place to work:

　　Great company culture!! Voted as a BEST employer by Forbes

　　A competitive total compensation package, including annual incentive and/or commission

　　Stock Purchase Plan

　　Benefits on the first day of employment - Medical, Dental, Vision, Life Insurance, and Short Term Disability, Wellness program, etc.

　　Company-paid life insurance and disability insurance

　　401 (k) plan to help save for retirement

　　Numerous discounts, including electricity discounts on NRG brands

　　If you reside in or intend to work remotely from California, Colorado, New York or Washington State, you may contact [email protected] for compensation information related to this position and other information as required by applicable law. Please include the job title in your request.

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　　#CB-SS

　　* No Outside Recruiters or Agencies *

　　You must reside in the United States to be eligible for this position.

　　NRG Energy is committed to a drug and alcohol free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. Official description on file with Talent.