Vendor Operations & Analytics Lead

Iberdrola; Orange (CT); Sur place; USD 88 000 - 110 000; Plein temps

Avantages offerts par ce poste

Competitive benefits and growth

Performance-based bonuses

12% 401(k) match

Health, dental, and vision insurance

Tuition reimbursement

Professional development and clear car

Résumé du poste

THE UNITED ILLUMINATING COMPANY in Orange, CT seeks a Lead Analyst - Customer Service to oversee vendor management, procurement support, and analytics for BPO operations. You will manage vendor relationships, track KPIs, ensure accurate payments, and coordinate cross-functional teams to optimize service delivery.

The role emphasizes data analysis, dashboard creation (Power BI), and effective communication with stakeholders, with a focus on improving customer care operations and compliance.

Qualifications

• Degrees with analytical focus and relevant experience preferred.
• Proficiency in Excel, PowerPoint, and Word required.
• Experience with data visualization and dashboards (Power BI) preferred.
• Experience in customer service or BPO operations is highly valued.
• Experience supporting purchasing, procurement, RFPs, vendor management, or contracts preferred.

Responsabilités

• Manage multiple outsourced BPO vendor relationships to ensure effective daily operations.
• Administer vendor payments accurately and on schedule.
• Monitor, analyze, and report on KPIs, SLAs, productivity, and quality.
• Serve as primary liaison for vendor inquiries, issues, and escalation.
• Collaborate with internal stakeholders and vendors to address performance gaps and action plans.

Connaissances

Advanced Excel

PowerPoint

Power BI

Data visualization

Customer service operations

Vendor management

KPI reporting

Analytics

Stakeholder communication

Formation

Bachelor’s degree in related field

Associate degree in related analytical discipline

Outils

Microsoft Excel

Power BI

PowerPoint

Word

Description du poste

THE UNITED ILLUMINATING COMPANY in Orange, CT seeks a Lead Analyst - Customer Service to oversee vendor management, procurement support, and analytics for BPO operations. You will manage vendor relationships, track KPIs, ensure accurate payments, and coordinate cross-functional teams to optimize service delivery.

The role emphasizes data analysis, dashboard creation (Power BI), and effective communication with stakeholders, with a focus on improving customer care operations and compliance.