Supervisor III, Issues Management

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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 / parti