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Job Summary:

The Front Office Analyst Performance Management is responsible for contributing and participating in all aspects encompassing customer care and call center related activities within Direct Energy or external with BPO vendors. This includes supporting and improving the customer experience customer retention and customer site growth. Provide insight and analysis on improvements based on quality assurance voice of customer data and collaboration with service centers and vendor staff.

Essential Duties/Responsibilities:

• Actively monitor Front Office KPIs and SLAs identify trends and drive improvements.
• Collaborate with service sales and collection teams to create a unified culture surrounding an amazing experience for customers.
• Represent Front Office on incident and problem management including identification tracking and corrective action planning.
• User Acceptance Testing (UAT) for updates to Front Office systems and process.
• Audit sales tracking and collaborate with key stakeholders to strengthen sales performance.
• Draft and provide input to customer communications.
• Review edit create and maintain agent training and process documentation.
• Create customer journey maps.
• Ensure Front Office Agents are compliant with Alberta Regulations.
• Analyze Voice of Customer data and develop strategies to improve agent satisfaction (ASAT) customer satisfaction (CSAT) and Net Promotor Scores (NPS).
• Ensure Front Office Agent readiness on change initiatives including new product launches and enhancements to existing products and services.
• Create reports or presentations.

Working Conditions:

• Combination of open office environment and working from home with expectations of being in the Edmonton or Calgary office 12 days per week.
• Some overtime required as special projects arise.
• International travel may be required which will require a valid passport.

Minimum Requirements:

• High school diploma
• 3 years or more of relevant experience in a similar role.
• Highly selfmotivated organized and professional.
• Strong verbal written communication and presentation skills.
• Welldeveloped analytical time management and problemsolving abilities.
• Ability to work independently and partner effectively with others to achieve desired business results.

Preferred Qualifications:

• Bachelors Degree from accredited fouryear college or university in Business Education or Communications. Relevant experience will be considered in lieu of education.
• Experience in the electricity and natural gas market.
• Experience in call centers including knowledge of typical SLA and KPI targets.
• Experience developing process maps customer journey maps and undertaking root cause analyses.
• Knowledge of digital capabilities and associated user experiences.
• Experience working with IVRs and VOIP platforms.
• Familiarity with customer research including Voice of the Customer and Net Promoter Score surveys.
• Knowledge of training tools: Learning Management Software PowerPoint Captivate etc.

Additional Knowledge Skills and Abilities:

• Selfmotivated with an ability to multitask and successfully operate in a fastpaced environment.
• Embodies a continuous learning orientation.
• Prior experience working in a continuous improvement environment.
• Able to work with a team and as an individual contributor.
• Experience developing guidelines procedures and standards.
• Willingness to learn new skills in a fastpaced changing environment.
• Intermediate to advanced knowledge of MS Office applications (Microsoft Word Excel Outlook and Teams).

NRG Energy is committed to providing broad access to employment opportunities so that diverse job seekers can apply to positions and to ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

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