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Job Summary:

Responsible for contributing and participating in all aspects of customer care and contact center activities within Direct Energy or external with Business Process Outsourcing (BPO) partners. This includes supporting and improving the utility customer experience, increasing customer retention, promoting site growth, providing insight and analysis on improvements based on interaction analytics, voice of customer data, and collaboration with service centers and vendor staff.

This analyst position will help drive improvement and increase customer satisfaction; sales; operational efficiency; service levels; first contact resolution; contact efficiencies; and reduce customer effort and friction.

Essential Duties/Responsibilities:

• Collaborate with internal Direct Energy stakeholders to create an amazing customer experience.

• Work with Direct Energy’s Business Process Outsourcing partners to drive improvements.

• Work with the Training Team to improve training based on rapidly changing environment.

• Analyze VOC data from multiple sources (e.g., agent surveys, call listening sessions, screen capture) and develop strategies to improve agent satisfaction, customer satisfaction, and Net Promoter Scores (NPS).

• Create Front Office reports and presentations, as needed.

• Develop journey mapping analysis and outline gaps and improvement opportunities.

• Continuous review of procedures and processes to facilitate improvements or needed changes.

• Audit and review customer accounts for credits, debit, or other account related activity.

• Review, edit, and create, agent training, and process documentation.

• Facilitate agent coaching programs through call listening and escalations received.

• Perform other duties as assigned.

Working Conditions:

• Combination of open office environment and working from home.

• Some overtime required as special projects arise.

• International travel may be required, which will require a valid passport.

Minimum Requirements:

• High school diploma.

• Contact center experience.

• Understand Critical Performance Indicators (CPIs), Key Performance Indicators (KPIs), and Service Level Agreements (SLAs) and how they contribute to business success.

• Strong Microsoft Office skills (Teams, Word, PowerPoint, Excel).

Preferred Requirements:

• Bachelor’s degree in business or a related discipline preferred.

• Experience with VOC or feedback programs and platforms.

• Experience with collaboration tools (e.g., Smartsheet, JIRA).

• A minimum of 3 years’ experience in:

• Electricity, natural gas, or utilities

• Voice of Customer program or customer feedback initiatives

• NICE/CXOne

Additional Knowledge, Skills, and Abilities:

• Good analytical skills, time management, and problem-solving abilities.

• Willingness to work independently and partner effectively with others to achieve desired business results.

• The desire to learn new skills and to contribute to a fast-paced environment.

• Highly self-motivated, organized, professional, but can still have fun.

• Excellent verbal, written and interpersonal communication skills.

• Self-motivated with an ability to multitask and successfully operate in a fast-paced environment.

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 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.

Any information you provide through this form will be used and disclosed for the purposes of considering your application and, if you are offered a job, in relation to your employment (including post-employment activities). If you have provided references, you consent to us contacting such references and obtaining your personal information from them. Do not submit references if you have not obtained the consent of such references. Your personal information will otherwise be handled in accordance with our privacy policy.

DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to careers@nrg.com if you have any questions.