Vendor Management Analyst Jobs

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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

• Manage large and small changes into the customer care organization through coordination with key business and information technology teams
• Initiate corrective action by working with vendors and other stakeholders
• Coordinating all vendor management activities
• Perform other duties as assigned
• Prepare monthly, quarterly, and annual scorecards highlighting performance against KPIs
• Continuous Improvement Team
• Sales
• Undertake daily, monthly, quarterly, and annual monitoring of vendor performance vs targets and contractual obligations
• Customer Experience Team
• Perform customer care impact assessments for business rule and process improvement changes driven from a variety of business units and departments
• Business Planning
• QA/VOC
• Marketing
• Counterparts for other regions
• Prepare monthly, quarterly, and annual stakeholder briefings and presentations to keep stakeholders current with changes and performance against vendor agreements
• Change Management and Support:
• Billing & Operations/ Back Office Functions
• Regulated and competitive go-to-market teams
• Measurement and Stakeholder Communications:
• CSMR
• WFM
• Liaise with internal and external stakeholders to drive continuous improvement and a superior customer experience:
• Training
• Support partner KPI definition and measurement
• Assist in the monthly call forecasting and communication processes
• Identify and document technical system and process requirements for improved operational efficiencies and customer service-related global issues
• Outsourcing partners
• Data Science
• Care & Change Stakeholders:
• Home Canada
• Digital Analyst
• Care & Retention Sales:
• PMO and Analytics Team
• Track vendor costs and review associated invoices to ensure accuracy and consistency with contractual obligations

Working Conditions

• Open office 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
• Fast-paced, Retail Call Center environment

Minimum Requirements

• Excellent computer skills, including all MS Office applications is required
• High school diploma required

Preferred Qualifications

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

Additional Knowledge, Skills, And Abilities

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

Physical Requirements

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

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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