NRG Energy

6 days ago

Customer Care Performance Optimization Manager (UT, US, 84042)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Lead performance enablement for Customer Care by designing and governing a scalable coaching framework that improves agent and customer outcomes. Own the customer care gamification strategy and roadmap using the Elevate platform, and continuously test and iterate to maximize engagement and measurable results. Champion adoption of emerging AI technologies to enhance coaching, quality, and performance management, while collaborating cross-functionally across training, operations, QA, analytics, and product.

Location: Utah

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Design, implement, and govern a scalable coaching framework to improve performance, customer experience, employee development, and sales effectiveness across Customer Care operations.
•Establish coaching standards, best practices, and accountability measures to create a consistent coaching culture throughout Customer Care.
•Partner with operational leaders to strengthen coaching effectiveness through observation, feedback, analytics, and continuous development.
•Own the Customer Care gamification strategy and roadmap, create recognition and behavioral reinforcement programs, and monitor participation and performance metrics.
•Identify, evaluate, and champion emerging AI technologies and integrate AI-driven insights, automation, and performance support tools into existing workflows.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kPaid LeaveRemote Work

Key Requirements

•Exceptional written, verbal, presentation, and interpersonal communication skills.
•Ability to influence stakeholders and drive change across multiple teams and functions.
•Strong coaching, mentoring, and performance development skills with a passion for helping others succeed.
•Proven ability to analyze performance data, identify opportunities, and implement solutions that drive measurable results.
•Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook) and highly organized with attention to detail.

Experience:Customer serviceContact center

Skills:CommunicationStakeholder managementCoachingProblem-solvingOrganizational skills

Licenses:Utah Burglar Alarm Company Agent licensing

Tech Stack:Elevate platformMicrosoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft OutlookCentricalGenesysSalesforceAIGenerative AIWorkflow automationAnalytics

Company Brief

NRG Energy

NRG Energy is a large integrated power company that owns and operates a diverse fleet of power generation assets and provides retail electricity services, energy solutions, and distributed energy resources to residential and commercial customers.

Industry: Utilities

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Houston, United States

Founded: 1989

Website LinkedIn

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NRG Energy

6 days ago

Customer Care Performance Optimization Manager (UT, US, 84042)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Utah

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Design, implement, and govern a scalable coaching framework to improve performance, customer experience, employee development, and sales effectiveness across Customer Care operations.
•Establish coaching standards, best practices, and accountability measures to create a consistent coaching culture throughout Customer Care.
•Partner with operational leaders to strengthen coaching effectiveness through observation, feedback, analytics, and continuous development.
•Own the Customer Care gamification strategy and roadmap, create recognition and behavioral reinforcement programs, and monitor participation and performance metrics.
•Identify, evaluate, and champion emerging AI technologies and integrate AI-driven insights, automation, and performance support tools into existing workflows.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kPaid LeaveRemote Work

Key Requirements

•Exceptional written, verbal, presentation, and interpersonal communication skills.
•Ability to influence stakeholders and drive change across multiple teams and functions.
•Strong coaching, mentoring, and performance development skills with a passion for helping others succeed.
•Proven ability to analyze performance data, identify opportunities, and implement solutions that drive measurable results.
•Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook) and highly organized with attention to detail.

Experience:Customer serviceContact center

Skills:CommunicationStakeholder managementCoachingProblem-solvingOrganizational skills

Licenses:Utah Burglar Alarm Company Agent licensing

Tech Stack:Elevate platformMicrosoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft OutlookCentricalGenesysSalesforceAIGenerative AIWorkflow automationAnalytics

Company Brief

NRG Energy

Industry: Utilities

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Houston, United States

Founded: 1989

Website LinkedIn