CCA Operations Specialist

Website Calpine Corporation


“Job Summary: (includes but is not limited to the following, other duties may be assigned):

Calpine Energy Solutions has partnered with Community Choice Aggregators (CCA) in California to provide communities with a choice to purchase cleaner energy at competitive rates. CCAs procure renewable sources of electricity for their customers and utilize the power lines, owned by the local utility, to distribute this renewable energy. Calpine Energy Solutions provides CCAs with data management, billing, account, rate implementation, and contact center services, which are operationally critical to their success.

The Operations Specialist is responsible for contributing to the development and leadership of the operations department. The Operations Specialist provides expertise and contributes to Operations process improvement, working toward constantly improving Operations data management, customer service, client programs, complex projects, and operational success. The Operations Specialist builds strong relationships with the CCA clients, Utilities, and Internal Teams providing support to the Operations Team and the CCA organization as a whole. The Operations Specialist role is a key component of this rapidly growing program, an essential part of Calpine Energy Solutions expanding services.

Job Responsibilities:

Complete Assigned Work, Monitor Processes, & Operational Communication (25%)
• Monitor team assignments, create visibility of task completion for management, provide training to other team members to hand-off agreed upon assignments to create time for new items. Ensure Operations department success.
• Work closely with senior analysts, specialists, supervisors, or managers to monitor daily coverage and completion for assigned regional team. Ensure daily deliverables are completed in a timely and accurate manner.
• Provide back-up support for specialists or supervisors. Proactively review team coverage and ensure or provide back-up support for analyst team. Routinely update procedures and training materials.
• Independently troubleshoot and resolve exceptions, anomalies, and errors.
• Practice high ethical standards; be accountable for such things as time, communication, statistics, organizational understanding and business knowledge.
• Resolve analyst level questions and provide training materials or resources for team.

Operational Subject Matter Expertise (25%)
• Troubleshoot and respond promptly to escalated inquiries including complex billing inquires and special program nuances, updates, and exceptions.
• Provide monthly statistics, CRM training, and valuable analysis for CCA clients.
• Provide back-up support for supervisors, managers, and team members as needed, complete cross-training with multiple operational teams.
• Correspond and follow-up with local utility regarding new transactions, programs, data, provide updates to management and CCA clients as needed, ensure timeliness and accuracy to meet high customer service expectations.

Special Projects, Process Improvement, Automation & Testing, Audit & Controls (25%)
• Review processes and interactions with the utility, suggest efficiencies, identify gaps, escalate to management, organize internal communication and drive improvement with utilities.
• Lead assigned internal and CCA requested special projects or programs, help to establish timelines and deadlines for projects.
• Identify risks, research root cause, communicate to management, provide suggestions for resolution, complete reconciliations as needed
• Complete internal audits to ensure an efficient and accurate billing system.
• Demonstrate ability to effectively communicate and gather conceptual ideas and turn into functional requirements
• Coordinate with analyst team to provide accurate and sufficient SOC evidence, review these processes to ensure accuracy during the year.
• Facilitate new process and control creation for new projects, contribute to team training and process updates.
• Provide leadership for system and utility upgrades, contribute to automation and testing.
• Stay informed and communicate all program changes to pertinent internal and external parties.

Organizational Understanding & Business Knowledge (25%)
• Be proficient in understanding and articulating the nuances of the various CCA Programs
• Provide constructive feedback regarding current processes
• Practice high ethical standards; be accountable for such things as time, communication, statistics, organizational understanding and business knowledge
• Demonstrate the ability to work independently and maintain flexibility to adapt well to change
• Maintain effective working relationships with other organizations in the company
• Gain an understanding of how the tasks at hand have a broader impact to the business”


“• Education Level – Bachelor’s Degree
• Work Experience – 5 years
• Organization, critical thinking, detail-oriented, good judgment, ownership of assigned region
• Ability to analyze processes, complex information, and identify gaps and risks, create new processes or recommend new automations
• Strong verbal and written communication
• Sense of urgency, professionalism, strong negotiation skills and diplomacy
• Ability to retain multiple facets of frequently changing processes and nuances
• Operational systems and process expertise
• Successful cross-functional experience and team work is a plus (experience with multiple utilities, tariff analysis or rate testing, launches, or relevant cross functional projects).
• Complex data analytics and manipulation
• Intermediate to advanced level Excel skills
• Ability to contribute to efficiencies and requirements gathering
• Proficient in organizing Outlook settings and keyboard shortcuts
• Proficient with relevant systems such as CIS, EDI, Vcron, CRM or CAISO
• Available to Travel (as needed)”

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