Lead Analyst - Customer Service

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.

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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

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Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

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.
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 People and Organization department at careers@avangrid.com.

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 Avangrid Network and Corporate functions.  This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.

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