Vendor Management Analyst - Calgary, Canada - Direct Energy

Direct Energy

Verified Company

Calgary, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

As an NRG employee, we encourage you to think creatively and proactively about your career choices. Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge. Providing career growth to our own employees is critical to our ongoing success-take charge of your career goals and empower your future

Job Summary:

The Vendor Management Analyst is responsible for establishing and maintaining relationships with vendors, contractors, and service providers. The Analyst undertakes analysis and resolution of 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.

Essential Duties/Responsibilities:

Coordinating all vendor management activities
Liaise with internal and external stakeholders to drive continuous improvement and a superior customer experience:
Outsourcing partners
Care & Change Stakeholders:
Training
QA/VOC
Digital Analyst
PMO and Analytics Team
Customer Experience Team
Home Canada
Regulated and competitive gotomarket teams
Marketing
Business Planning
Care & Retention Sales:
CSMR
WFM
Data Science
Counterparts for other regions
Continuous Improvement Team
Sales
Billing & Operations/ Back Office Functions
Measurement and Stakeholder Communications:
Support partner KPI definition and measurement
Undertake daily, monthly, quarterly, and annual monitoring of vendor performance vs targets and contractual obligations
Initiate corrective action by working with vendors and other stakeholders
Prepare monthly, quarterly, and annual scorecards highlighting performance against KPIs
Prepare monthly, quarterly, and annual stakeholder briefings and presentations to keep stakeholders current with changes and performance against vendor agreements
Change Management and Support:
Track vendor costs and review associated invoices to ensure accuracy and consistency with contractual obligations
Assist in the monthly call forecasting and communication processes
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 servicerelated global issues
Perform other duties as assigned

Working Conditions:

Open office environment.
Fastpaced, Retail Call Center environment
Ability to travel to international work locations to support training projects/curriculum development may be required
Weekend work, extended hours, and flexible work schedules may also be required

Minimum Requirements:

High school diploma required

Preferred Qualifications:

Bachelor's Degree from accredited fouryear university program
Prior experience working for or with a BPO
2 years in operations within the energy industry or retail operations in competitive consumer services or call center operations
12 years' experience analyzing data and looking for trends to improve performance
Strong project management, leadership, and relationship skills are preferred

Additional Knowledge, Skills, and Abilities: