Vendor Management Analyst

2 months ago

Calgary, Canada Direct Energy Full time

As an NRG employee, we encourage you to think creatively and proactively about your career choices. Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge. Providing career growth to our own employees is critical to our ongoing success-take charge of your career goals and empower your future

**Job Summary**:
The Vendor Management Analyst is responsible for establishing and maintaining relationships with vendors, contractors, and service providers. The Analyst undertakes analysis and resolution of issues affecting the Customer Care organization. In addition, the Analyst must monitor effectiveness of business processes, conduct analysis, make recommendations, and coordinate implementation for system, process and performance improvements resulting in timely and correct completion of customer issues and meeting Retention Call Center performance metrics. In this role, the Analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including but not limited to Information Technology, Back Office Operations (including invoicing, service initiation, remittance processing), Consumer Operations, Marketing, Accounting, Human Resources, Legal, Regulatory, and Procurement.

**Essential Duties/Responsibilities**:

- Coordinating all vendor management activities
- Liaise with internal and external stakeholders to drive continuous improvement and a superior customer experience:

- Outsourcing partners
- Care & Change Stakeholders:

- Training
- QA/VOC
- Digital Analyst
- PMO and Analytics Team
- Customer Experience Team
- Home Canada
- Regulated and competitive go-to-market teams
- Marketing
- Business Planning
- Care & Retention Sales:

- CSMR
- WFM
- Data Science
- Counterparts for other regions
- Continuous Improvement Team
- Sales
- Billing & Operations/ Back Office Functions
- Measurement and Stakeholder Communications:

- Support partner KPI definition and measurement
- Undertake daily, monthly, quarterly, and annual monitoring of vendor performance vs targets and contractual obligations
- Initiate corrective action by working with vendors and other stakeholders
- Prepare monthly, quarterly, and annual scorecards highlighting performance against KPIs
- Prepare monthly, quarterly, and annual stakeholder briefings and presentations to keep stakeholders current with changes and performance against vendor agreements
- Change Management and Support:

- Track vendor costs and review associated invoices to ensure accuracy and consistency with contractual obligations
- Assist in the monthly call forecasting and communication processes
- Perform customer care impact assessments for business rule and process improvement changes driven from a variety of business units and departments
- Manage large and small changes into the customer care organization through coordination with key business and information technology teams
- Identify and document technical system and process requirements for improved operational efficiencies and customer service-related global issues
- Perform other duties as assigned

**Working Conditions**:

- Open office environment.
- Fast-paced, Retail Call Center environment
- Ability to travel to international work locations to support training projects/curriculum development may be required
- Weekend work, extended hours, and flexible work schedules may also be required

**Minimum Requirements**:

- High school diploma required

**Preferred Qualifications**:

- Bachelor’s Degree from accredited four-year university program
- Prior experience working for or with a BPO
- 2 years in operations within the energy industry or retail operations in competitive consumer services or call center operations
- 1-2 years’ experience analyzing data and looking for trends to improve performance
- Strong project management, leadership, and relationship skills are preferred

**Additional Knowledge, Skills, and Abilities**:

- Excellent analytical, organizational and communication skills
- Team player with a strong work ethic
- High degree of honesty and integrity
- Strong leadership skills
- Must be able to work independently
- Good negotiation skills
- Strong attention to detail
- Results oriented
- Proficient interacting with internal and external leadership teams
- Is comfortable holding people accountable to commitments
- Intermediate to advanced Excel skills preferred (Pivot Tables, in particular)
- Experience with 1 or more of the following tools is a plus:

- SAP
- NICE CXOne
- Power BI

**Physical Requirements**:

- Most work is performed on a personal computer in a seated position

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