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Job Summary:

The Sr.Continuous Improvement Analyst is responsible for the analysis and resolution of global issues and/or improvement opportunities affecting the Customer Care Retention, Acquisition, and Inbound Sales organization. In addition, the Sr. Continuous Improvement Analyst must monitor the effectiveness of business processes, conduct analysis, make recommendations, document processes, communicate those processes to the organization, and coordinate implementation for system and process improvements. 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, credit, collections, remittance processing, and service initiation), Consumer Operations, Marketing, Legal and Regulatory. Sr. Continuous Improvement Analysts also work extensively with teams external to Customer Care to implement all new products, services, new brands and lines of business for both Customer Care Acquisition and Retention Call Centers. These analysts also implement most new systems for call center, chat, social media, and email agents. In this role, the analyst ensures the external requesting areas achieve their business goals, while ensuring Call Center metrics and the customer experience are not adversely impacted (or are improved).

Essential Duties/Responsibilities:

• Perform and document Customer Care impact assessments for business rule and process improvement changes driven from a variety of business units and departments.

• Identify opportunities and document technical system and process requirements to improve operational efficiencies and customer service-related global issues.

• Create detailed business requirements or user stories including screen design and system rules to account for all scenarios / use cases and improve or do not negatively impact the customer experience and other Customer Care Retention and Acquisition metrics.

• Prepare and deliver business cases based on solid analysis and business intuition.

• Provide analytical and technical support to Customer Care teams for analysis of internal business processes and system capabilities to improve accuracy and efficiency related to completion of global issues.

• Create and execute test cases to ensure the new system functionality is implemented as designed and existing functions are not adversely impacted.

• Gain cross functional support and approval for system and process changes from key stakeholders.

• Coordinate with the Knowledge Management team to prepare accurate communications to the Customer Care organization in support of implemented changes, including documenting agent processes, step actions, and scripting.

• Coordinate with the Training group to develop and document training requirements, training materials and provide training as required for call center representatives, supervisors and management.

• Work within the IT Change Management process to affect timely and complete implementation of system and process changes.

• Own the outcome (success or failure) of the business process improvement and system enhancement implemented.

• Act as a liaison between the Customer Care organization and other business units and departments.

• Maintain close and ongoing relationships with internal customer facing groups as well as Back Office to affect timely response to customer issues.

• Perform other duties as assigned.

Working Conditions:

• Hybrid Role

• The candidate may be required to occasionally work more than 40 hours in a week and outside of traditional business hours to complete project testing, data validation, and project implementation.

• Reliable internet service is required.

• Travel (minimal as special projects arise)

Minimum Requirements:

• Undergraduate degree from an accredited four-year college or university is preferred however, significant relevant work experience may commensurate.

• Over 3 years of experience in a call center or consumer services setting. The ideal candidate will have a broad range of experience within a number of functions including technology design and implementation, business process development, training and performance management, and work force management analysis.

• 3 years of project management such as agile and waterfall

• Strong project management skills and experience as well as relationship sales skills are preferred.

Preferred Qualifications:

• MBA or relevant graduate degree preferred.

• Product Owner Certification and/or experience preferred.

• PMP Certification or Certified ScrumMaster designation preferred.

• NICE Cxone experience.

• Experience creating and designing customer experience call flows.

Additional Knowledge, Skills and Abilities:

• Ability to thrive in an environment that is developing and growing quickly.

• Excellent organizational, time management, project management, analytical and problem-solving skills.

• Excellent communication skills, including verbal & written presentation skills.

• Able to handle multiple tasks simultaneously; ability to deal with conflicting demands and prioritize tasks as needed.

• Ability to overcome major obstacles and recognize early when issues should be escalated.

• Strong work ethic.

• Must be an effective team player; able to collaborate well on cross-functional teams.

• High level of honesty and integrity.

• Excellent grasp of project management lifecycle.

• Excellent personal computer skills, including Word, Excel, PowerPoint & MS Teams are required.

• Results oriented.

• Strong leadership skills. Proactively look for and request leadership opportunities.

• SAP/NRP and Revenue Manager and agent interface skills preferred.

Physical Requirements:

• Occasionally requires lifting as appropriate to perform duties and responsibilities.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. Official description on file with Talent.