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Vistra Corp. · 2 days ago

Manager II, Issues Management & Analysis

Irving, TX

Full-time

Onsite

Mid, Senior Level

7+ years exp

Vistra Corp. is a global leader in the energy sector, and they are seeking a Manager II for Customer Issues Management and Analysis. This role involves overseeing a team responsible for addressing customer issues, analyzing root causes, and implementing process improvements to enhance customer service efficiency.

EnergyRenewable EnergySustainability

Comp. & Benefits

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

Qualification

Customer operations experienceProcess optimizationAnalytical skillsProcess improvement methodologiesElectricity industry knowledgeAnalytical tools proficiencyCustomer serviceMS Office proficiencyAI/Power Apps experienceProject management

Required

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

Experience using analytical tools such as Tableau and/or Power BI

Preferred

Experience using AI/Power Apps

Company

Vistra Corp.

Vistra (NYSE: VST) is a leading Fortune 500 integrated retail electricity and power generation company, based in Irving, Texas, that provides essential resources to customers, businesses, and communities from California to Maine.

Founded in 2016

Irving, Texas, USA

5001-10000 employees