Manager II, Issues Management & Analysis

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

Key Metrics

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.