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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

This position has responsibility for the day to day supervision of TXU Energy’s customer issue resolution process. Under the direction of the Manager / Sr. Manager, Issues Management, this position will lead a small team of Issues Resolution Agents (located both onshore and nearshore) responsible for resolving residential and small / medium (TOSA) customer issues, including diagnosing the problem, performing the actual fix, interfacing with other market participants (e.g., other REPS, TDUs, ERCOT) and then closing the loop by communicating with the customer on the actions taken. This position is also responsible for managing the day to day work assignments for this group as well as assisting in the closure of issues as needed to address customer needs and to meet team goals. The Supervisor will also partner with other teams to perform root cause analysis, identify process and customer service opportunities and defects, and prepare and offer solutions that address the issues. The Supervisor will work with the Issues Management Analytical Team to present solutions to management, third party service providers and to customers when appropriate. The position is responsible for tracking customer issues to ensure all are resolved timely, for establishing performance metrics for the group, managing workflow in the group, maintaining procedures and processes used in the group, management reporting and other reporting as required.

Job Description

Key Accountabilities

•Supervise the day-to-day activities of a large team responsible for resolving very complex customer issues

•Ensure staffing levels are appropriate for the volume of work received by the team and proactively and timely adjust accordingly for off-peak on-peak seasons

•Monitor work performed by outsourced partners to ensure metrics and KPIs are consistently met

•Monitor agents’ phone adherence to ensure compliances with processes and SLAs

•Implement and track performance metrics to ensure achievement of stated goals and metrics

•Establish and maintain processes and procedures for all areas of responsibility

•Work cross-functionally to understand new processes and procedures and assist in or coordinate agent training as needed

•Monitor agent calls and participate in call listening sessions to understand areas of opportunity; coordinate steps to close any identified gaps

•Provide coaching and feedback to direct report positions to ensure satisfactory performance levels

•Ensure all employees have opportunities to develop their skills, abilities and careers through comprehensive training and employee development programs

•Identify and communicate opportunities to drive work reduction and process efficiencies

Education, Experience, & Skill Requirements

•3+ years of job-related experience preferred

•2 years experience supervising professional workgroups

•Ability to manage multiple work assignments simultaneously

•Good understanding of mid and back-office operations

•Good verbal and written communication skills

•Good understanding of the energy industry, including trends and regulations

•Experience working with process improvement methodologies

•Solid analytical, organizational, and time management skills

•Possesses and utilizes strong leadership skills

•Strong customer service / customer operations experience

•May require domestic and overseas travel; possession of or ability to obtain a valid US passport

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

Key Metrics

•Meet all SLAs / KPIs, including Benchmark, Quality Assurance, LOIE / PUC Complaints, Phone Adherence and training attendance / participation

•Collaborate with other members of leadership to ensure compliance with policies and procedures

•Ensure effective and appropriate staffing levels (including on-peak and off-peak times) and actively participate in recruiting, selection and hiring efforts

•Execute against work destruction and process efficiency goals

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.