Program Analyst

Job Locations US-FL-Doral
ID
2020-1272
Category
Customer Service/Support
Type
Full-Time

Company Overview

A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
 
Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.
 
Some of the employee benefits we offer in ALCORA are:

*Medical, vision, and dental coverage
*Paid time Off
*Paid holidays
*Matching 401k
*Free Gym access

Job Summary

MONAT Program Management (PGM) is looking for a Program Analyst who will lead a variety of our critical Worldwide Customer Service strategies and execute on initiatives linked to overall MONAT roadmap. This person will be responsible for understanding existing Customer Service systems architecture, end-user system functionality needs, Standard Operational Procedures & Service Levels (SOP's & SLA's), and organizational growth/scalability outlook to develop a strategy to meet the evolving demands of the business. Additionally, he/she will be responsible for making recommendations for enhancement and standardization of business processes and policies to align with the strategic vision of the business and facilitate systems deployment, scalability, and integration. The candidate will create the business case outlining strategic requirements for each initiative and drive decision making on the part of key business stakeholders. He/she will partner will multiple interdepartmental groups as needed to successfully launch strategic initiatives.

Responsibilities

 

  • Developing, documenting and implementing standard operating procedures (SOPs).
  • Analyze existing procedures and identify opportunities for improvement.
  • Maintain issues report and communicate progress regularly.

  • Anticipate and understand questions that may be asked by employees or Customers.

  • Review, provide feedback and approve all communications to Customers.

  • Liaise with other departments and business owners on projects and initiatives ensuring Contact Center requirements are met.

  • Partner with IT and business analysts to identify system optimization and performance opportunity.

  • Participate actively in User Acceptance Testing (UAT). Work with Contact Center staff, to identify user requirements.

  • Identify root-cause analysis of issues and take appropriate action.

  • Lead rojects for the department as required.

  • Assist in the preparation of business cases as required.

  • Work closely with the Training & Quality team and BPOs.

  • Produce management reports as required.

Focused Responsibilities:

  • Accountable for relationship with Marketing Communications, Events, Gratitude, and Monat Gear
  • Partner with Training and other departments to support Global Customer Service Operations.

  • Production Support - Ad Hoc issues management for areas of responsibility

  • Project Support for New Products, Systems, Market implementation

  • Change management

  • Maintaining/Aligning Program Documentation for area of responsibility

  • Conducting Continuous MPCC Quality Improvement Initiatives (Six Sigma)

Qualifications

  • Bachelor's Degree in a related field.
  • Minimum 10 years in Call Center Operations experience in a leadership level role.
  • Process Mapping Proficiency.
  • Project Management experience in Six Sigma (entry level).
  • Strong knowledge on Microsoft Programs (e.g. Word, Excel, Power Point).
  • Expert level written and verbal communication skills.
  • Strong qualitative and quantitative analytical skills.
  • Emotional maturity, forward looking thinker, who actively seeks opportunities and proposes solutions.
  • Very strong interpersonal skills and the ability to build relationships with stakeholders, including staff and external partners.
  • Organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
  • Demonstrated ability to achieve high performance goals and meet deadlines in a fast paced environment with little to no clear direction - Ability to manage ambiguity.
  • Highly resourceful team-player, with the ability to be extremely effective independently.
  • Demonstrated proactive approaches to problem-solving with strong decision-making capability.
  • Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
  • Ability to travel domestically and internationally as required.