Supervisor III, Issues Management

Irving, TX - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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

This position has responsibility for the day to day supervision of TXU Energys customer issue resolution process. Under the direction of the Manager / Sr. Manager Issues Management this position will lead a small team of Issues Resolution Agents (located both onshore and nearshore) responsible for resolving residential and small / medium (TOSA) customer issues including diagnosing the problem performing the actual fix interfacing with other market participants (e.g. other REPS TDUs ERCOT) and then closing the loop by communicating with the customer on the actions position is also responsible for managing the day to day work assignments for this group as well as assisting in the closure of issues as needed to address customer needs and to meet team goals. The Supervisor will also partner with other teams to perform root cause analysis identify process and customer service opportunities and defects and prepare and offer solutions that address the issues. The Supervisor will work with the Issues Management Analytical Team to present solutions to management third party service providers and to customers when appropriate. The position is responsible for tracking customer issues to ensure all are resolved timely for establishing performance metrics for the group managing workflow in the group maintaining procedures and processes used in the group management reporting and other reporting as required.

Job Description

Key Accountabilities

Supervise the day-to-day activities of a large team responsible for resolving very complex customer issues

Ensure staffing levels are appropriate for the volume of work received by the team and proactively and timely adjust accordingly for off-peak on-peak seasons

Monitor work performed by outsourced partners to ensure metrics and KPIs are consistently met

Monitor agents phone adherence to ensure compliances with processes and SLAs

Implement and track performance metrics to ensure achievement of stated goals and metrics

Establish and maintain processes and procedures for all areas of responsibility

Work cross-functionally to understand new processes and procedures and assist in or coordinate agent training as needed

Monitor agent calls and participate in call listening sessions to understand areas of opportunity; coordinate steps to close any identified gaps

Provide coaching and feedback to direct report positions to ensure satisfactory performance levels

Ensure all employees have opportunities to develop their skills abilities and careers through comprehensive training and employee development programs

Identify and communicate opportunities to drive work reduction and process efficiencies

Education Experience & Skill Requirements

3 years of job-related experience preferred

2 years experience supervising professional workgroups

Ability to manage multiple work assignments simultaneously

Good understanding of mid and back-office operations

Good verbal and written communication skills

Good understanding of the energy industry including trends and regulations

Experience working with process improvement methodologies

Solid analytical organizational and time management skills

Possesses and utilizes strong leadership skills

Strong customer service / customer operations experience

May require domestic and overseas travel; possession of or ability to obtain a valid US passport

Experience gained through college degree programs and/or certifications is applicable to above skills

Key Metrics

Meet all SLAs / KPIs including Benchmark Quality Assurance LOIE / PUC Complaints Phone Adherence and training attendance / participation

Collaborate with other members of leadership to ensure compliance with policies and procedures

Ensure effective and appropriate staffing levels (including on-peak and off-peak times) and actively participate in recruiting selection and hiring efforts

Execute against work destruction and process efficiency goals

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!

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.

If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation please email usmake a request.

Required Experience:

Manager