About this role
Creates reporting for Process Innovation Manager to measure impacts of changesConstantly monitors and reports on progress of projects to all stakeholdersFacilitates communication between operations team and client by drafting client friendly responses to client initiated inquiriesRegularly review performance data to identify performance gapsEvaluate processes and procedures to determine efficiency, create improvement plans to address deficient areasPartner with Operations team to conduct thorough investigation when there is a KPI failure, and deliver explanation and action plan to client and senior managementFacilitates Change Management Request Process. Bachelors degree requiredExpert Microsoft Office skills (Word, Excel, and PowerPoint)Previous experience in project managementAbility to effectively communicate with various levels of management, both internally within the organization and with the clientExcellent time management and organizational skillsAbility to work outside of normal business hours, as necessary, to meet client expectationsExcellent oral and written communication skills.Understanding and/or experience with Contact Center Operations strongly preferred
We look forward to receiving your application!All your information will be kept confidential according to EEO guidelines.