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Lead Analyst - Customer Care

Company: Avangrid
Location: Rochester
Posted on: June 12, 2021

Job Description:


Leads work that supports customer care contact centers across four states. Accountable for accuracy and timeliness of vendor payments in excess of $10 million per month. Is point of contact for vendors and provides first level of dispute resolution. Coordinates the implementation of system changes and assists with the development of new business processes including major/strategic projects. Contributes to the smooth daily operations of the CCCs by supporting 5-8 Leaders. Reports for duty in storm and business continuity situations.


  • Manages vendors to enable smooth operations of the Customer Contact Centers

oOn-time, on-budget administration of vendor payment

oMonitors and measures service level agreements

oUses SAP purchasing and iBuy to administer vendor registrations and associated Purchase Orders

  • Completes data collection and analysis to form conclusions that drive decision-making, such as:

oDesign and implementation of data collection (survey designs, database structures)

oData manipulation and presentation (statistics, tables, graphs)

oData analysis (statistics, tests for correlation, significance, trends)

oReporting on key performance metrics

oPreparation of regular reporting presentations for Managers, Director and VP

  • Supports major/critical projects by coordinating and implementing system changes and developing new processes, such as:

ovendor payment processes, divisional RFPs, special contracts, and internal/external audits

oActs as key tester representing Customer Care on projects, particularly purchasing/billing

  • Coordinates the work activities of teams who support customer service processes and ensures adherence to operational policies and procedures
  • Uses knowledge/skill with data sources, databases, and analysis tools to provide analysis to the organization to drive performance and suggest improvements
  • Maintains process documentation and ensures effective and consistent compliance with internal controls
  • Supports general operations of the Customer Care Centers, such as:

oRecognition programs

oDivisional communications

oHealth & safety programs

oResponse to regulatory requests/requirements

  • Supports strategic initiatives, manages confidential information appropriately

Skills and Requirements

  • Bachelor's Degree in an analytical discipline such as: business, economics, social science/research, with a minimum of 3 years relevant experience preferred
  • Associates Degree in an analytical discipline such as: business or accounting with a minimum of 5 years relevant experience required
  • Advanced knowledge and use of Microsoft Office Excel, Power Point, Word and Access required
  • Experience with purchasing, bookkeeping, logistics, research presentation strongly preferred
  • Experience with SAP-purchasing or customer relationship management preferred
  • Experience with customer service contact centers helpful


  • Strong interpersonal, written, and verbal skills
  • Strong decision making, analytical, problem solving and negotiating skills
  • Demonstrated ability to be flexible/adaptable to organizational and system changes
  • Demonstrated ability to support multiple projects and leaders successfully



  • Develop Self & Others
  • Empower to grow
  • Collaborate and Share
  • Be a role model
  • Focus to achieve results
  • Be agile
  • Technical Skills

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

AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or

Keywords: Avangrid, Rochester , Lead Analyst - Customer Care, Other , Rochester, New York

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