Lead Analyst, Customer Care & Vendor Ops

United Illuminating; Orange (CT); On-site; USD 88,000 - 110,000; Full time

Benefits offered by this job

Benefits package

Bonuses

401(k) match

Healthcare (medical, dental, vision)

Tuition reimbursement

Career development

Job summary

United Illuminating is seeking a Lead Analyst - Customer Service to oversee vendor management, procurement, and analytics for its BPO partners. The role requires leading KPI tracking, SLA enforcement, and payments over $1 million monthly, while coordinating with internal teams to optimize operations and customer care performance.

The candidate will design data collection methods, dashboards, and reporting for management and executives, supporting strategic initiatives and business continuity

Qualifications

• Bachelor’s degree in business, Data Analytics, Economics, Accounting, Social Sciences, or related analytical discipline with a minimum of three years of relevant experience preferred.
• Associate degree with a minimum of five years of relevant experience required.
• Advanced proficiency in Microsoft Excel, PowerPoint, Word.

Responsibilities

• Provide lead-level business, procurement, and operational support for multiple BPO vendor partners across domestic, near‑shore, and offshore operations.
• Oversee vendor management, KPI tracking, SLAs, and payment processes exceeding $1 million monthly.
• Coordinate vendor management activities with internal teams and external partners to ensure compliance and performance.
• Develop data collection methodologies, dashboards, and reporting for management and executives.
• Support storm restoration and business continuity initiatives as required.

Skills

Strong analytical skills

Excellent verbal and written 1:1 and 2

Ability to manage multiple priorities

Collaborative cross-functional work

Data visualization and reporting

Education

Bachelor’s degree in business, data analytics, economics, accounting, social sciences, or related analytical discipline

Associate degree in business, data analytics, accounting, or related analytical discipline

Tools

Excel

PowerPoint

Word

Power BI

Job description

United Illuminating is seeking a Lead Analyst - Customer Service to oversee vendor management, procurement, and analytics for its BPO partners. The role requires leading KPI tracking, SLA enforcement, and payments over $1 million monthly, while coordinating with internal teams to optimize operations and customer care performance.

The candidate will design data collection methods, dashboards, and reporting for management and executives, supporting strategic initiatives and business continuity