BASIC QUALIFICATIONS

2+ years experience in program or project management

· Bachelor’s degree, high standard of education, or equivalent work experience

· 2+ years of experience in a contact center environment

· 2+ years of previous experience in a Workforce Management

· Strong business analysis and functional experience, including requirements gathering, creating/deploying solutions to end users

· Ability to produce clear and concise verbal/written communication and data presentation (e.g., functional requirements, project/program requirements, and roadmap, etc.)

· Handles multiple competing priorities in a fast-paced, deadline-driven environment

· Reporting analytic system skills needed (e.g., Excel, Tableau, SQL, Power BI, etc.)

· Capable of understanding business needs and translating them into tools and services

· Demonstrate effective time management skills

· Ability to work in a cross-functional global environment

· Highly innovative, flexible, and self-directed

PREFERRED QUALIFICATIONS

· Minimum of 4 years of Program/Project management experience with a Program Management Qualification (Lean, Agile, Etc).

· Strong stakeholder management skills, including communication and interpersonal skills.

· Extremely comfortable with dealing with ambiguity and managing multiple priorities.

· High capability for data mining, problem-solving and analytical work, including the ability to interpret and draw conclusions from data.

· Advanced Microsoft Office skills, particularly Excel and analytical platforms

· Proven experience utilizing SQL, Microsoft Excel and dealing with large sets of data

· Experience working with distributed teams, often in different countries

· Industry experience in the support and services industries, which includes supporting and leading contact routing / ACD systems.

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· Strong prioritization and time management skills, with a high degree of flexibility.

· Strong quantitative data analysis and critical thinking skills

· Contact center industry knowledge gained from roles within complex fast-paced multi-skilled & multi-site environments.

· Excellent written/verbal communication, presentation, listening, and decision-making skills.

· Some programming experience is a plus to automate tools whenever appropriate.

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