Job Description

Summary:

Business Operations Analyst manages the effectiveness of business processes, conducts analysis, makes recommendations, develops documentation/standard work, coordinates and trains implementation of approved processes. Business Operations Analyst provides solutions and analysis for assigned small business customers by performing a variety of tasks and projects as required by management and to retain and acquire customers.  In addition, they generate customer enrollment rejection notifications and follow up as needed, maintain phone coverage on toll free lines, research customer account data, process address changes, support for Business Consultants, and Managers, processing payments by phone, waiving late fees and preparing routine and ad hoc reports.

Essential Duties/Responsibilities:

Responsible for development of reports from data obtained from BW, IRW, Siebel, BCCD and/or CCS to analyze data
Achieve first call resolution or route call to appropriate Business Consultants or Manager and/or internal group for resolution from inquiries received through toll free lines and shared email boxes.
Make outbound calls directly to customers to request information or communicate issue status updates as required. 
Analyze customer accounts, spreadsheets and databases to resolve complex customer inquiries
Validate data obtained from various sources to confirm report data and information meets customer needs and is accurate including but not limited to account history data, payment data, usage data and address information
Lead the implementation of customer reporting requests which are presented to the assigned Business Consultants for review and distribution to customers or internal teams
Prepare presentations and ad hoc reports and presents or delivers to upper management, customers, and Consultants
Record all customer contacts and requests in designated issue tracking and issue escalation data repositories including Siebel Service Requests and Business Consultant Customer Data (BCCD) tool with detailed descriptions and customer authorizations as needed
Leads Special Projects they identify as process improvement or assigned my Team’s Manager
Gather customer address change information and process direct entry into CCS.  Utilize USPS website, internal systems and ERCOT portal as research tools.
Upload customer and prospect data to Business Consultant Customer Data (BCCD)
Assign customer accounts to Consultants in  BCCD, weighing in territory and portfolio needs
Independently run scheduled reports and data uploads to meet deadlines for internal parties and external customers or manage project with reporting team to achieve automation
Share information regarding deregulated market and Reliant policies with customers and team based on experience and knowledge acquired
Ask the “why’s”, takes ownership of issues and will search to find the root cause to help avoid issues downstream
Develop documentation and conduct training for the new members to our team or launch of new processes or systems
Development of Standard Work documents in coordination with Manager
Work with management and consultants to organize and execute customer events
Manage small projects and miscellaneous tasks assigned my management

Minimum Requirement:

1 to 4+ years’ experience directly supporting staff members in a problem solving, research or sales capacity. 
Strong analytical/technical aptitude.
Must be proficient in Microsoft Tools: Word, Excel, Outlook.
Knowledge of the deregulated utility industry helpful.

Education:

High School diploma, GED or equivalent.

Additional Knowledge, Skills and Abilities:

Proficient written and verbal communication skills required including excellent listening skills
Excellent PC skills required with advanced level Excel skills to independently create and analyze spreadsheets.  Advanced math skills and analytical ability necessary to respond to billing, payment application, TDSP charge and enrollment transaction inquiries
Basic knowledge of SAP, CCS, Siebel, IRW and BW software and BCCD preferred
Courteous, patient, energetic and an enthusiastic personality with professional demeanor
Ability to multi-task and remain composed under pressure
Basic knowledge of deregulated Market rules and internal Reliant processes required to support the assigned customer base
Possess in depth knowledge of the deregulated ERCOT and Non-ERCOT markets to explain exception situations, basic billing situations and amendment process requirements to customers
Proficient use of SAP, CCS, Siebel IRW and BW software and BCCD
Ability to perform data comparisons utilizing VLOOKUP functionality in Excel
2+ years’ experience in deregulated work environment

Physical Requirements:

Majority of work performed on a personal computer in a seated position
Ability to use phone handset (headset optional)

Working Conditions

Normal office environment and remote work location
Manage phone coverage
Overtime hours required as needed to deliver or launch projects