Responsible for coordinating and facilitating new service support into the Contact Center of Excellence (CCOE). Serve as the point of contact within the CCOE to drive additional support initiatives or to change/modify existing support. Demonstrate the company s core values of respect, honesty, integrity, diversity, inclusion and safety. Minimum
- High School Diploma or GED
- Proficient in Microsoft Office
- Excellent project management skills with the ability to effectively meet deadlines
- Excellent planning, organizational, and follow-up skills with close attention to detail
- Ability to identify business problems and develop efficient and effective solutions
- Strong analytical and problem-solving skills
- Excellent oral/written communication skills
- Ability to collaborate and work cooperatively in a team-based environment
- Strong understanding of industry/technical terms and processes

Desired
- 2+ years of experience managing or working on projects
- Any contact center experience- Interface with CCOE workforce management forecasting team to appropriately calculate support needs for projects to assure appropriate staffing levels
- Determine and document the development and ongoing project expenditures and ensure funding resources are established
- Ensure project requirements and/or objectives are properly documented in a business case and vigorously pursued to deliver the final product
- Represent the CCOE and facilitate communication with internal and external key stakeholders for CCOE Service delivery requirements and business process improvements
- Develop solutions to help improve CCOE efficiency and associate ease of use
- Build strong relationships with CCOE leadership internal departments and serve as a subject matter expert on contact center practices
- Coordinate with training and quality departments to ensure necessary training development, delivering and quality standards are executed
- Support Service Planner 1 on projects with more complexity and mentor, as needed
- Engage with external and internal stakeholders to understand initiatives on future roadmaps of projects/services once implemented
- Must be able to perform the essential job functions of this position with or without reasonable accommodation