Process Project Management Specialist
The Process Project Management Specialist manages project intake and timelines to effectively support the implementation of processes and procedures. This position is also responsible for all Project Management components of any major product or process initiatives as they apply to the Customer Care organization.
Duties and Responsibilities:
Essential duties and responsibilities include but are not limited to those listed below:
Manage the project intake process for initiatives and monitor project timelines as well as gather and organize data as necessary from multiple sources in support of this effort
Coordinate the timeline views of new and updated process changes with Manager and the Senior Process Analysts on projects initiated via CCC internal teams, Product Management, Marketing, Field Ops, Engineering, IT and other organizations
Provide Project Management for the implementation of cross functional projects across the CCC organization
Manage project implementation using best practice project management skills to be completed on time and within budget
Provide support for integration of processes to improve business efficiencies and implement best practices
Provide Management reports and reporting tools as necessary
Act as a liaison between CCC internal teams, including Process Team, and other organizations
Assist in the evaluation and communications of process and procedural updates to improve the customer and employee experience
Work closely with the Process Team to drive consistency and standardization of methods and practices within the Customer Care organization to optimize the customer experience, quality, handle time and contact rates
Drive development of appropriate documentation for all initiatives with the Learning and Development organization
Collaborate with management and Senior Process Analyst for initiative delivery methods and communications
Assist with compiling meeting summary for roundtables and employee surveys conducted by Senior Process Analyst to identify improvements and best practices
Support initiatives calendar creation and maintenance on Sharepoint for all projects
Perform other job-related duties as apparent or assigned by Manager
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's degree from a four year college or university (preferably in a relevant business related field);3-5 years related call center experience (including knowledge of all existing processes and procedures); or an equivalent combination of both education and experience
Formal education and/or experience in project management (PMP) is preferred
Strong organization skills are required, with demonstrated ability to effectively handle and follow-up on multiple priorities and tasks with accuracy and timeliness
Must possess excellent communication skills (both verbal and written) and must be able to communicate effectively with employees both individually and in small groups. Must be able to effectively communicate with all levels of employees.
Must be able to perform all mathematical functions related to the calculation of all call center metrics. Must possess ability to perform complex mathematical functions.
Must possess the ability to solve complex operational issues, and recommend appropriate solutions
Alignment and commitment to WOW! company Core Values
Must possess strong computer skills, including demonstrated competency and proficiency in Microsoft Office (Project and Excel).
Knowledge of a database application is strongly preferred.
Familiarity with in-house systems (such as ICOMS and USHA) and SharePoint is preferred.
Physical Demands/Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to perform computer functions and operate routine office equipment
Regularly required to talk and hear
Frequently required to sit for extended periods of time, stand, bend at the knees and waist, and move about the office
Required to use hands to type, handle objects and paperwork
Required to reach and hold on to items at chest level or reach above the shoulder
Required to use close vision and be able to focus
Must be able to travel for business purposes on an occasional basis
WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer