Lead Analyst - Customer Service

Lead Analyst - Customer Service

Reporting to Director of Customer Care

Location: Orange, CT

Type: Office

The base salary range for this position is dependent upon expeience and location, ranging from $83,804 to $104,756

Summary:

Leads work that supports BPO contact centers both stateside and offshore. Accountable for accuracy and timeliness of vendor payments in excess of a million per month. Is point of contact for vendors and provides first level of dispute resolution. Coordinates the implementation of system changes and assists with the development of new business processes including major/strategic projects. Contributes to the smooth daily operations of the CCCs by providing operational metrics/reporting. Reports for duty in storm and business continuity situations.

Responsibilities:

• Manages vendors to enable smooth operations of the Customer Contact Centers

  • On-time, on-budget administration of vendor payment

  • Monitors and measures service level agreements

  • Uses SAP purchasing and iBuy to administer vendor registrations and associated Purchase Orders

• Completes data collection and analysis to form conclusions that drive decision-making, such as:

  • Design and implementation of data collection (survey designs, database structures)

  • Data manipulation and presentation (statistics, tables, graphs)

  • Data analysis (statistics, tests for correlation, significance, trends)

  • Reporting on key performance metrics

  • Preparation of regular reporting presentations for Managers, Director and VP

• Supports major/critical projects by coordinating and implementing system changes and developing new processes, such as:

  • Vendor payment processes, divisional RFPs, special contracts, and internal/external audits

  • Acts as key tester representing Customer Care on projects, particularly purchasing/billing

• Coordinates the work activities of teams who support customer service processes and ensures adherence to operational policies and procedures

• Uses knowledge/skill with data sources, databases, and analysis tools to provide analysis to the organization to drive performance and suggest improvements

• Maintains process documentation and ensures effective and consistent compliance with internal controls

• Supports general operations of the Customer Care Centers, such as:

• Recognition programs

• Response to regulatory requests/requirements

• Training scheduling support

• Supports strategic initiatives, manages confidential information appropriately

Requirements:

• Bachelor’s Degree in an analytical discipline such as: data analytics, business, economics, social science/research, with a minimum of 3 years relevant experience preferred.

• Associates Degree in an analytical discipline such as: data analytics, business or accounting with a minimum of 5 years relevant experience required.

• Advanced knowledge and use of Microsoft Office Excel, Power Point, Word and Access required.

• Demonstrated knowledge with data visualization, such as Tableau, MicroStrategy or similar.

• Experience with SAP-purchasing or customer relationship management preferred.

• Experience with customer service contact centers strongly preferred.

• Experience with purchasing, logistics, research presentation strongly preferred.

Skills/Abilities:

• Strong interpersonal, written, and verbal skills

• Strong decision making, analytical, problem solving and negotiating skills

• Demonstrated ability to be flexible/adaptable to organizational and system changes.

• Demonstrated ability to support multiple projects and leaders successfully.

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Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country

AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
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Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables

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