Job Title: Project Manager – Service VOC
Location: Plano, TX
Position Summary:
The position, reporting to the Contact Center Manager, is responsible for the daily, weekly and monthly reporting effectiveness in support of contact center operations. This position is responsible for identifying reporting needs, defining requirement and satisfying the reporting and analytical needs of operations. This position is also responsible for identifying trends, performing root cause analysis, and implementation of reporting & analytics processes to satisfy operations’ needs with a focus on a great customer experience and a high-performing operation. This position will also be responsible for adherence to core KPI (CSS: Customer Satisfaction Score).
Essential Duties & Responsibilities:
· Analyze performance results and implement department improvement
· Plan for upcoming organizational needs and implement strategies in a proactive manner
· Analyze and maintain SLA with each vendor
· Ensure department operates efficiently according to HQ measures
· Support the data collection for contact center operations
· Develop and implement proper reporting and analytical techniques in support of a high performing operations
· Ensure critical and key performance metrics and other operations reports are generated in an accurate and timely manner
· Standardize reporting metrics so that management and other internal teams at STA can quickly determine the issues and/or successes of a product.
· Develop, monitor and constantly strive to improve the Early Warnings process that reflects potential issues in a product’s life cycle.
· Understand, communicate and implement strategic direction and leadership for contact center operation to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both a regulated and a competitive market
· Perform benchmarking and achievement of optimal customer satisfaction
· Coordinate, participate, and/or manage multiple projects assigned by management, providing input on Customer Operations related matters
· Develop ad-hoc reports for management when standard/ defined reports are not working as designed
Background/Experience:
· A Bachelor’s Degree in Business or Statistics or equivalent work experience.
· Must have 7-10 years of job related experience.
· Must have an understanding of production and call center environments.
· Proven capability to analyze data and develop a course of action from the data.
· Proven ability to prioritize projects and meet deadlines.
· Proven ability to manage multiple tasks to resolution.
· Experience in the wireless industry a plus.
· Experience in Project Management a plus.
