Business Operations Analyst

3 weeks ago

Calgary, Canada NRG Full time

Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

**Job Summary**:
**Essential Duties/Responsibilities**:

- Manage and optimize auto-dialer campaigns to achieve collections goals and objectives
- Analyze campaign performance data, identifying trends, opportunities, and areas for improvement
- Develop and maintain dashboards, reports, and visualizations using Excel, Power BI, and other software to track key performance indicators (KPIs) and to track and analyze collection data
- Collaborate with the collections team to design, test, and implement new campaigns and strategies
- Conduct A/B testing and experimentation to drive continuous improvement
- Ensure compliance with regulatory requirements and industry standards
- Develop and maintain regular performance reports (daily, weekly, monthly) to track key performance indicators (KPIs) such as:

- Collection rates
- Recovery rates
- Call volume
- Right-party contact rates
- Promise-to-pay rates
- Provide actionable insights and recommendations to the Collections Supervisor and team
- Perform other tasks and projects as assigned by the Collections Supervisor

**Working Conditions**:

- Remote fast paced office environment with high volume workload
- Travel (mínimal)

**Minimum Requirements**:

- Bachelor's degree in Business, Finance, Mathematics, or related field; 2 years experience as a business analyst can substitute for a degree
- 1+ year of experience in data analysis, collections, or a related field
- Strong analytical and problem-solving skills
- Experience with data visualization tools (e.g., Tableau, Power BI) a plus
- Excellent communication and interpersonal skills

**Preferred Qualifications**:

- 1-year previous experience as a Business Analyst strongly preferred
- Knowledge of the utility industry
- Knowledge of the energy market
- Working knowledge of SAP CCS/FICA system
- Advanced Excel Skills
- Knowledge of machine learning and predictive analytics
- Certification in data analysis or a related field (e.g., Certified Data Analyst)

**Additional Knowledge, Skills and Abilities**:

- Ability to work effectively in a team-oriented environment
- Demonstrated self-starter who can operate and perform assigned tasks with mínimal supervision or direction
- Excellent written and oral business communication skills

**Physical Requirements**:

- Lifting as appropriate to perform duties and responsibilities

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and 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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