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Sales Process Manager

Category:  CustomerExperience,Marketing,Sales,Digital&Insight
Department:  North America Home-Sales & Marketing
Type:  Permanent
Location:  TX, Houston
Salary:  Not available

Job Description:


Direct Energy generates electricity and produces natural gas, as well as selling commodities and servicing the energy needs of homes and businesses in 46 U.S. states plus the District of Columbia and 10 Canadian provinces. We also help our customers save on their energy bills through energy efficiency. Located in over 50 locations, our team of 6,000+ employees serve over 6 million residential and commercial customer relationships.

Direct Energy is a subsidiary of Centrica plc (LSE:CNA), one of the world's leading integrated energy companies with over 20 million customers and 34,000 employees worldwide. We are committed to being the most recommended energy and services provider and leading the transition to a low carbon society.

Do you enjoy breaking down a process to find the key areas where it is not performing well?  Do you like brainstorming different ways to solve a problem, assessing which idea will have the best impact, and then being the leader to put that solution in place?  Do you like guiding others in these types of tasks? Then this may be the job for you!

The Sales Process Manager is an exciting opportunity to learn all aspects of the business and interact with a diverse set of folks from different disciplines.  The role provides process support for sales with a primary focus on improving telesales conversion performance.  The role will also be very involved in working with technology and project implementation for a wide range of assignments. 



Requirements

  • College degree in business, economics or a related field or equivalent work experience
  • Excellent analytical skills - able to quickly understand, isolate and resolve issues
  • Previous experience where demonstrated critical thinking skills can be shown
  • Ability to thrive in a fast-paced, dynamic culture
  • Excellent time management skills
  • Excellent oral and written communication skills
  • Expert in Excel, PowerPoint and Word
  • Ability to interview other subject matter experts, technical teams and end users to understand process / system
  • Quick and self-directed learner
  • Ability to manage others in execution of their work, providing constructive feedback and direction as needed
  • Experience working with or within a Retail Electricity Provider
  • Process improvement skills such as Lean / Six Sigma
  • SQL query writing proficiency


Responsibilities

  • Manage inbound and outbound telesales order cycle U/I to improve agent/customer experience and key metrics (average handle time, leakage / conversion performance, speed to market on changes, etc.)
  • Be a Subject Matter Expert on proprietary sales systems
  • Supervise sales progress between order cycle UI system and official CIS to provide insight on where / why the order failed to complete
  • Manage end-to-end order mapping and analysis
  • Enhance the order process flows for executing sales on energy products
  • Identify root cause for poor sales performance or delays, and implement workflow improvements
  • Collaborate with other analysts, technology teams, quality assurance, compliance, regulatory, legal, and business users to drive process improvements in sales execution
  • Supervise multi-team evolutions
  • Supervise process analysts with primary focus on sales execution improvements
  • Special projects, research and ad hoc analysis as requested


The Individual

Direct Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability

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