Priority Customer Care Principal Analyst (IM)
Priority Customer Care Principal Analyst (IM)
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Salary Not Disclosed
1 Vacancy
Job Description
If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader take a look at the exciting employment opportunities that are currently available and apply online.
Job Summary
The Incident Management Analyst (non-IT) is responsible for minimizing customer and financial impacts resulting from isolated system or process issues by identifying root causes coordinating resolutions and implementing solutions to prevent recurrence. The Principal Analyst takes ownership of assigned incidents andcollaborates with stakeholders to define and facilitate events leading to effective resolution paths for incidents. Responsibilities include analyzing and enhancing business processes communicating with stakeholders analyzing large data sets to identify issues developing and implementing appropriate reporting managing and integrating processes related to issue resolution and consistently delivering superior customer service.Job Description
Key Accountabilities
Take ownership of assigned incidents by independently leading and collaborating with stakeholders driving incident resolution and communicating assigned incident statuses during weekly meetings.
Analyze large volumes of customer data provide actionable insights utilize findings to close gaps and conduct customer remediation actions.
Lead cross-functional work teams within Vistra Retail (All Brands) as well as external business partners and regulatory work groups with a focus on significantly improving work processes.
Investigate incidents using Root Cause Analysis; plan execute monitor control and close all incidents in a timely manner engaging key stakeholders throughout the process. Identify and implement preventative measures to prevent recurrence of similar incident activity.
Utilize strong negotiation collaboration and conflict resolution skills; resolve complex problems aligned with organizational objectives policies and goals.
Collaborate with internal and external teams to provide data expertise offer original perspectives and challenge conventional thinking to ensure business decisions and perceptions remain aligned with evolving organizational needs.
Education Experience & Skill Requirements
5years experience in an exempt role in project management customer service and/or customer operations
3 years experience facilitating/leading complex projects with short deadlines utilization of project management skills
5 years experience analyzing large-scale customer information systems data and/or processes
Advanced skill in using computer software applications such as MS Office; SQL and Tableau skills are a plus
Strong verbal and written communication skills
Advanced analytical skills including root cause analysis
Ability to work independently with limited supervision
Excellent Project Management skills Project Management Certification is a plus
High School Diploma or equivalent
Bilingual (Spanish) skills is a plus
Key Metrics
Achievement of customers impacted by Incident target
Achievement of Incident Management service level goal
Timely completion of Incident Preventative Measures
Contributory responsibility for achievement of EBITDA goal
through reduced Incident financial impact
Contributory responsibility for achievement of customer
complaint goals
Job Family
Customer ServiceCompany
Vistra Retail Operations CompanyLocations
Irving TexasTexasWe 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!
If you currently work for Vistra or its subsidiaries please apply via the internal career site.
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.
Required Experience:
Staff IC
Employment Type
Full-Time
