Analyst - Innovation and Solutions III
RICEFW Technologies - chicago, IL
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Job Description: Supports development and implementation of solutions to improve processes for Contact Center agents and tools. Successful candidates will work collaboratively across the organization, including the operational teams in the field, to ensure project and initiatives are executable for frontline teams. Develop a deep understanding of customer and employee personas, workflow, difficulties and processes to garner subject matter expertise. This role includes supporting experiences across the customer and Contact Center journey, including initial bookings, servicing of customers travel needs, including seats, refunds, flight changes, upgrades, policy and procedure clarification and more. ESSENTIAL DUTIES AND RESPONSIBILITIES •Collaboratively support key projects that improve the employee experience and drive customer satisfaction within the contact center experience •Design and deliver solutions that bring an innovative approach and consider practical limitations •Manage project timeline and budget commitments effectively •Support testing strategy for new processes and tools •Keep leadership informed of project health through regular status updates and contribute in the development of executive level presentations •Regularly spend time in the field to gauge operational needs and build relationships with Contact Center leaders to ensure priorities are appropriately aligned •Collaborate with training, change management, and communications teams to develop and deploy informative and actionable materials to support project updates and deployments TRAVEL •Some travel maybe required KNOWLEDGE Required •Airport Operations SKILLS/ ABILITIES Required •Strong verbal and written communication skills •Microsoft Office and analytical skills •Demonstrate agility managing through ambiguity and be adaptable in the face of change •Strong business acumen Preferred •Demonstrated project planning and execution EDUCATION AND/OR BACKGROUND Required •Bachelor's Degree or equivalent work experience EXPERIENCE Required 2+ years of operations experience and/or project management experience 1-2 Agile/Scrum experience Required Skills : Project Management Additional Skills : Product Manager
Created: 2024-10-09