Intelletec is partnered with a leading financial tool for both personal and business finance planning. They have pioneered a radically easier and faster way for people to manage their household finances. They are looking for a Technical Project Manager to oversee and manage their customer support platform in their Tuscon, AZ based office.
They are looking for an outstanding Project Manager, who is looking to work in a new space to help define how they use data to understand customer behavior and satisfaction and drive product performance. In this role, you will develop and support data analysis and build solutions that give their teams flexible and structured access to data, including defining metrics and KPIs, and automating reporting and data visualization.
Responsibilities:
- Responsible for managing and administering the call center platform to ensure call center service delivery operational goals are met. Partners with the business to enhance the call center platform functionality in the following areas:
- Telephony call routing
- Routing of other communication channels/work items including voicemail, email, CRM work item, chats, and call back requests in the call center platform
- Call recording
- Speech and text analytics
- Workforce management integration
- Reporting and dashboard
- Leads the collection of business requirements and manages the project to implement those requirements in an agile approach with reliable results
- Acts as a support liaison with call center platform vendor, other call center technology vendors, corporate IT functions, ensuring that the organization's needs are met in a timely and accurate manner
- Manages call center platform vendor including stays current on new call center capabilities the business can use; monitors vendor is meeting service levels and billing appropriately and escalates with vendor support issues get resolved in a timely manner
- Supports provider leadership with appropriate call center data and analytics to allow providers to effectively evaluate all aspects of the care center performance from a call center perspective
- Takes ownership and initiative on recommending, developing, and implementing call center platform changes to enhance the customer/ Agent experience and increase customer satisfaction
- Willingness to take on additional responsibilities related to delivering great outcomes for agents and customers, alike
- Candidate will be expected to successfully complete a training program and pass all assessments
Qualifications:
- Bachelor's Degree
- 5+ years of administering call center technologies experience in a large and multi-site organization with workforce performance optimization technology
- Demonstrated success in developing some key aspect of the call center platform to ensure high performing call center with superb customer and employee satisfaction outcomes that consistently met/exceeded operational, service, and budget goals and metrics
- Possesses strong analytical skills and ability to conduct root-cause analysis on complex subjects and translate findings into appropriate action
- Fluent in current call center technologies
- Experience managing technology projects and vendor management
- Excellent presentation, communication, organization, and attention to detail
- Advanced knowledge of Microsoft Excel, Access, Word, Visio, and PowerPoint
What we offer
- Competitive salary and performance bonus
- Fantastic culture, strong believers in Autonomy/Mastery/Purpose
- Customer-driven, we make money by building the best products for our users. No confusion about how to win – create amazing products!
- Ability to work with and lead incredible talent
- Build products that make a huge difference in people’s lives
- Work on a highly recognizable brand that defined the personal finance category
