Lead Analyst - Customer Service

Iberdrola; Orange (CT); Presencial; USD 88.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive benefits

Bonuses

401(k) match

Health, dental, vision insurance

Tuition reimbursement

Professional development

Descripción de la vacante

The United Illuminating Company in Orange, CT seeks a Lead Analyst - Customer Service to oversee vendor relationships, procurement support, and performance analytics for BPO contact centers nationwide. The role focuses on KPI monitoring, process improvements, and ensuring compliant, cost-effective operations.

You will collaborate with internal stakeholders, manage payments, and drive initiatives across vendor management, RFPs, and customer service operations.

Formación

• Bachelor’s degree in business, data analytics, economics or related field with minimum 3 years of relevant experience preferred.
• Associate degree in Business, Data Analytics, or related field with minimum 5 years of experience required.
• Advanced proficiency in Microsoft Excel, PowerPoint, Word.

Responsabilidades

• Manage multiple outsourced BPO vendor relationships to ensure effective daily operations and KPI targets.
• Administer vendor payments accurately and on schedule while ensuring budget compliance.
• Analyze and report vendor KPIs, SLAs, productivity, quality, and performance to drive improvements.
• Support procurement activities with Supply Chain, Legal, Finance and stakeholders.
• Coordinate development and implementation of new vendor management processes and RFP support.
• Support Customer Care Center operations and regulatory/compliance efforts (PURA).

Conocimientos

Advanced Excel

Power BI

Customer service ops

Stakeholder collab

Educación

Bachelor’s degree in Business/Data Analytics/Economics

Associate degree in Business/Data Analytics

Herramientas

PowerPoint

Microsoft Word

Descripción del empleo

Lead Analyst - Customer Service# Grupo Iberdrola I Canal de Empleo## Lead Analyst - Customer ServiceSolicitar: Estados Unidos, Connecticut, Orange: Publicado hoy: Fecha final: 4 de noviembre de 2026 (Quedan 6 días para realizar la solicitud): R-34625**Job Title:** Lead Analyst - Customer Service**Company:** UI**Location:** Orange, CT**Work type:** Office (5 Days A Week) The salary range for this position is dependent upon experience and location, ranging from **$87,600 - $109,500.** **What We Offer:*** **Competitive benefits and growth opportunities*** **Generous performance‐based bonuses*** **12% 401(k) match*** **Comprehensive health, dental, and vision insurance*** **Tuition reimbursement*** **Professional development and clear career‐advancement pathways** **For more information, please visit:** **Benefits - Avangrid****Summary** Provides lead-level business, procurement, and operational support for multiple Business Process Outsourcing (BPO) contact center vendor partners across domestic, near-shore, and offshore operations. Supports overall vendor management, including day-to-day operational oversight, KPI and performance tracking, service level monitoring, issue resolution, and accountability for vendor performance outcomes. Responsible for the accurate and timely review of vendor invoices and payments exceeding $1 million monthly.Serves as a key point of contact for BPO vendors, business stakeholders, procurement partners, and internal teams, providing operational support, issue escalation, performance follow-up, and coordination of vendor management, purchasing, contract, and payment-related processes. Coordinates system enhancements and supports the development of new business processes, including strategic initiatives related to vendor performance management, RFP support, and customer service operations. Contributes to the effective daily operation of Customer Care Centers through operational analysis, KPI reporting, data visualization, and business support activities. Participates in storm restoration and business continuity events as required. **Responsibilities****Vendor Management & Operational Support*** Manage multiple outsourced BPO vendor relationships to ensure effective daily operations, service quality, and alignment with Customer Care Center objectives.* Administer vendor payments accurately and on schedule while maintaining budget compliance.* Monitor, analyze, and report on vendor KPIs, service level agreements (SLAs), productivity, quality, and overall performance results to support accountability and continuous improvement.* Serve as the primary liaison for vendor-related inquiries, issue resolution, performance follow-up, escalation management, and operational support.* Partners with internal stakeholders and BPO vendors to address performance gaps, reinforce KPI expectations, and support corrective action plans when results are below target.**Procurement, Purchasing & RFP Support*** Support procurement activities in collaboration with Supply Chain, Procurement, Legal, Finance, and business stakeholders.* Provide business support for RFP-related activities, including requirements gathering, scope input, vendor documentation, bid evaluation support, timeline coordination, and stakeholder follow-up.* Track procurement status, open issues, pending approvals, and vendor deliverables to support timely execution of operational and strategic initiatives.**Analytics & Reporting*** Collect, analyze, and interpret data to support business decisions and performance improvement initiatives.* Design and implement data collection methodologies, including surveys, databases, and reporting structures.* Develop and maintain reports, dashboards, statistical analyses, trend analyses, and performance metrics.* Prepare and deliver presentations and reporting materials for managers, directors, and executive leadership.* Leverage data sources, databases, and analytical tools to identify improvement opportunities and support organizational objectives.**Project & Process Improvement*** Support major and critical initiatives through process design, system implementation, testing, and change management activities.* Coordinate the development and implementation of new business processes related to vendor management, procurement, purchasing, RFP support, contracts, audits, and operational programs.* Coordinate activities across teams supporting customer service operations to ensure adherence to policies, procedures, and internal controls.* Maintain process documentation and promote compliance with governance and control requirements.**Customer Care Center Support*** Support ongoing Customer Care Center operations, including recognition programs, training coordination, and operational initiatives.* Respond to regulatory requests and support compliance-related activities.* Enforce and support management of PURA requirements for the Energy Affordability Program, ensuring compliance, performance, documentation, and operational follow-through.* Support strategic initiatives and maintain appropriate handling of confidential and sensitive information.**Requirements*** Bachelor’s degree in business, Data Analytics, Economics, Accounting, Social Sciences, or a related analytical discipline with a minimum of three (3) years of relevant experience preferred.* Associate degree in Business, Data Analytics, Accounting, or a related analytical discipline with a minimum of five (5) years of relevant experience required.* Advanced proficiency in Microsoft Excel, PowerPoint, Word.* Experience developing data visualizations and dashboards (Power BI, etc.)* Experience supporting customer service contact center operations is highly preferred.* Experience supporting purchasing, procurement, RFP processes, vendor management, contract administration, logistics, or analytical reporting preferred.**Skills & Abilities*** Strong analytical, problem-solving, and decision-making capabilities.* Excellent verbal, written, and interpersonal communication skills.* Demonstrated ability to manage multiple priorities, projects, and stakeholder groups simultaneously.* Ability to influence and collaborate effectively across cross-functional teams and external partners.* Strong organizational skills with attention to detail and accuracy.* Ability to adapt to changing business priorities, systems, and organizational needs.* Proficiency in data analysis, reporting, and presentation of complex information to diverse audiences.* Ability to work independently while exercising sound business judgment and maintaining confidentiality.**Competencies*** Growth & Continuous Improvement* Initiative & Change* Focused on Results* Customer Centric (internal and/or external)* Communication* Collaboration* Leadership (people managers/leaders) **Disclaimer**AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual’s sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.Click here for Additional Disclaimer Information Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables **Company:**THE UNITED ILLUMINATING COMPANY**Información Movilidad** Tenga en cuenta que cualquier solicitante que no sea ciudadano del país de la vacante estará sujeto al cumplimiento de los requisitos de inmigración aplicables para trabajar legalmente en ese país. Las prácticas y políticas de empleo de AVANGRID están orientadas a la contratación de una plantilla diversa y al mantenimiento de una cultura inclusiva. En AVANGRID ofrecemos oportunidades de empleo y promoción justas y equitativas a todos los empleados y candidatos independientemente de su raza, color, religión, nacionalidad, sexo, orientación sexual, edad, estado civil, discapacidad, condición de veterano protegido o cualquier otra condición protegida por la legislación federal, estatal o local. Obtenga más información sobre igualdad en el empleo en este enlace Si usted es una persona con una discapacidad o un veterano discapacitado que no puede utilizar nuestra herramienta en línea para buscar o aplicar a un empleo, puede solicitar una adaptación razonable poniéndose en contacto con nuestro departamento de Recursos Humanos en el 203-499-2777 o en [e-mail]-4-2026**About Avangrid:** Avangrid, Inc. is a leading energy company in the United States working to meet the growing demand for energy for homes and businesses across the nation through service, innovation, and continued investments by expanding grid infrastructure and energy generation projects. Avangrid has offices in Connecticut, New York, Massachusetts, Maine and Oregon, including operations in 23 states with approximately $47 billion in assets, and has two primary lines of business: networks and power. Through its networks business, Avangrid owns and operates eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Through its power generation business, Avangrid owns and operates more than 75 energy generation facilities across the United States producing 10.5 GW of power for over 3.1 million customers. Avangrid employs approximately 8,000 people and has been recognized by JUST Capital as one of the JUST 100 companies – a ranking of America’s best corporate citizens – in 2025 for the fifth consecutive year. The company was named among the World’s Most Ethical Companies in 2025 for the seventh consecutive year by the Ethisphere Institute. Avangrid is a member of the group of companies controlled by Iberdrola, S.A. For more information, visit www.avangrid.com.