Lead Analyst, Customer Care & Vendor Ops

Iberdrola SA; Orange (CT); Presencial; USD 88.000 - 110.000; Tempo integral

Benefícios oferecidos por esta vaga

Competitive benefits

Performance-based bonuses

401(k) match

Health, dental, and vision insurance

Tuition reimbursement

Career development

Resumo da vaga

AVANGRID is seeking a Lead Analyst - Customer Service to provide lead-level support for BPO vendor relationships and cross-functional operations across domestic and offshore teams. You will oversee KPI tracking, process improvements, and procurement tasks while ensuring compliance and timely vendor payments.

The role emphasizes data-driven decision making, dashboards (Power BI), and collaboration with internal stakeholders to enhance customer care performance and cost efficiency.

Qualificações

• Bachelor’s degree in business, analytics, economics, accounting, social sciences, or related analytical discipline with at least 3 years of relevant experience preferred.
• Associate degree in Business, Data Analytics, Accounting, or related analytical discipline with 5+ years of relevant experience required.
• Advanced proficiency in Microsoft Excel, PowerPoint, Word.

Responsabilidades

• Vendor Management & Operational Support: manage multiple outsourced BPO vendor relationships and ensure effective daily operations and KPI alignment.
• Procurement & RFP Support: assist with requirements gathering, timelines, and stakeholder follow-up.
• Analytics & Reporting: design, implement data collection methods and maintain dashboards and reports.
• Project & Process Improvement: support major initiatives, coordinate new processes and changes across teams.
• Customer Care Center Support: assist with ongoing operations, training, and compliance initiatives.

Conhecimentos

Analytical thinking

Communication skills

Stakeholder management

Cross-functional collaboration

Formação

Bachelor’s degree in business analytics or related field

Associate degree with 5+ years of experience

Ferramentas

Power BI

Excel

PowerPoint

Word

Descrição da vaga

AVANGRID is seeking a Lead Analyst - Customer Service to provide lead-level support for BPO vendor relationships and cross-functional operations across domestic and offshore teams. You will oversee KPI tracking, process improvements, and procurement tasks while ensuring compliance and timely vendor payments.

The role emphasizes data-driven decision making, dashboards (Power BI), and collaboration with internal stakeholders to enhance customer care performance and cost efficiency.