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.
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.
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
Maintaining/Aligning Program Documentation for area of responsibility
Conducting Continuous MPCC Quality Improvement Initiatives (Six Sigma)