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If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader, take a look at the exciting employment opportunities that are currently available and apply online.

Job Summary

The Manager II, Customer Issues Management / Issues Analysis will have overall responsibility and direct oversight for Supervisors, Agents and Analysts accountable for remediation of both routine and complex residential and small / medium (TOSA) customer issues and reducing the inflow of customer issues through analysis of root cause, coordination of preventive measures and optimization of supporting work processes. The Manager will also partner with internal teams to identify process efficiencies, drive work destruction, prepare and offer solutions that address the issues. Additionally, this position manages outsourcing relationships through monitoring quality of work, tracking and reporting of metrics and service level agreements and building relationships with vendors.

Job Description

Key Accountabilities

•Develop, implement and track performance metrics to ensure effectiveness of organization, people and processes; achieve stated goals and metrics

•Direct a team of analysts accountable for understanding and reducing the inflow of customer issues through analysis of root cause, identification of trends / issue drivers, coordination of preventative actions, optimization of work processes and implementation of identified improvements

•Establish agent benchmarks and update annually, as needed

•Manage the allocation of resources to ensure staffing levels are appropriate for the volume of work received; adjust accordingly for off-peak / on-peak seasons

•Manage multiple outsourcing relationships to ensure quality and timely results which may include domestic and overseas travel

•Ensure essential operations are maintained during emergency conditions with minimal customer impact

•Ensure adherence to Company and Customer Operations systems, policies, procedures and regulations; ensure department processes and procedures are maintained

Education, Experience, & Skill Requirements

•3+ years experience managing / supervising production teams and professional level employees

•7+ years professional level work experience, with at least 5 years significant customer operations, process optimization, root cause and operational metrics analysis to identify and drive improvement opportunities

•Advanced analytical, organization and problem-solving skills, with ability to analyze large volume of data

•Experienced in process improvement methodologies (i.e., CQ/Kaizen, LEAN, 6 Sigma)

•Knowledge of the electricity industry and competitive retail electric markets preferred

•Excellent customer service skills

•Ability to manage a diverse range of projects simultaneously

•Occasional international travel to partner sites

•Experience gained through college degree programs and/or certifications is applicable to above skills

Key Metrics

•Execute against employee metrics including Benchmark, QA, LOIEs, Complaints, Phone Adherence and training attendance / participation

•Improvement of Issues Management performance through reduced inflow of customer issues and/or improving productivity / efficiency through process optimization and AI

•Demonstrate sound financial management

•Ability to achieve quality work under deadline pressure in a rapidly changing environment

•Ensure effective / efficient staffing during both on and off-peak season

Job Family

Customer Service

Company

Vistra Retail Operations Company

Locations

Irving, Texas

Texas

_We are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today!_

_If you currently work for Vistra or its subsidiaries, please apply via the internal career site._

It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws.

If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us** **at [email protected] to** **make a request.

Vistra (NYSE: VST) is a leading Fortune 500 integrated retail electricity and power generation company based in Irving, Texas, that provides essential power resources to customers, businesses, and communities from California to Maine.

Vistra is the largest competitive power generator in the U.S., with a capacity of approximately 41,000 megawatts, or enough to power 20 million homes, operating in all of the major competitive wholesale markets in the country. Vistra is a leader in the energy transformation and expansion with an unyielding focus on reliability, affordability, and sustainability, powered by a diverse portfolio that includes natural gas, nuclear, coal, solar, and battery energy storage facilities. The company continues to grow its zero-carbon resources, operating the second-largest fleet of competitive nuclear power plants in the country, substantial battery energy storage capacity, and a growing number of solar facilities.

Vistra is one of the largest competitive electricity providers in the country and takes an innovative, customer-centric approach to retail, offering solutions to meet customers’ needs, including more than 50 renewable energy plans. Through its family of retail brands, Vistra serves approximately 5 million residential, commercial, and industrial retail customers.

As a leader in the responsible transformation of the country’s energy supply, Vistra has made significant progress towards its 2030 and 2050 targets. The company has committed to a 60% reduction of Scope 1 and 2 greenhouse gas emissions by 2030, as compared to our 2010 baseline, and net-zero carbon emissions by 2050, assuming necessary technological advancements and public policy incentives are achieved. Learn more about our environmental, social, and governance efforts and read the company’s sustainability report at https://vistracorp.com/sustainability/ .

Vistra’s hardworking team is committed to its purpose, “lighting up lives, powering a better way forward” and is guided by four core principles: we do business the right way, we work as a team, we compete to win, and we care about our stakeholders, including our customers, our communities where we work and live, our employees, and our investors. Learn more about how Vistra is powering a better way forward at vistracorp.com (https://c212.net/c/link/?t=0&l=en&o=3967404-1&h=3533293724&u=https%3A%2F%2Fwww.vistracorp.com%2F&a=https%3A%2F%2Fwww.vistracorp.com) .

Come join us and be part of something special! Click here to learn more about Vistra.

_It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws._

If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at [email protected] to make a request.