Client Care Analyst
Client Care Analyst
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1 Vacancy
Job Description
Managed Services Business Program Analyst is principally responsible for change management process improvement data analytics and project management. The role demands close collaboration with various teams including Contact Center Operations the Change Management Excellence Team Product Contact Center Support Groups and Customer Success Managers to ensure the timely delivery of projects. A high degree of initiative crossfunctional collaboration and ownership is expected from the incumbent.
Key Responsibilities
- Collaborates with key individuals and stakeholders in the Managed Services teams to understand challenges and helps coordinate process improvement projects and activities that will result in faster speed better quality and improved customer and employee experience.
- Coordinates project activities to ensure alignment and transparency on progress manages timelines and communicates effectively with stakeholders to escalate risks and issues.
- Deliver updates to senior stakeholders translating complex problems into data and insights to facilitate informed business decisions.
- Implements best practices and drives a culture of continuous improvement within the Managed Services using a data driven approach.
- Supports the development and monitoring for key performance indicators (KPIs) to measure the effectiveness of service delivery and making datadriven decisions to enhance quality and efficiency.
- Efficiently prioritize tasks to ensure timely completion.
- Participate in adhoc projects as needed to support Managed Services team.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications :
Basic Qualifications:
- 5 years of relevant work experience with a bachelors degree or an Advanced Degree (e.g. Masters MBA JD MD or PhD)
- Strong working knowledge of Excel (ideally Power user)
- Lean Six Sigma PMP Certified and/ or prior process improvement experience.
Preferred Qualifications:
- Prior experience in data analysis and analytics using Tableau Power BI or other similar data analytics tools.
- Excel Power user with experience in analyzing complex data sets creating complex pivot tables slicers etc.
- Prior experience in process improvement and leading continuous improvement projects.
- Experience in collaborating with stakeholders from various functional areas and managing projects.
- Lean Six Sigma Certification (Green Belt or higher) strongly preferred.
- Prior project management experience.
- Familiarity with process mapping tools (e.g. Visio) preferred.
- Ability to work independently and be able to perform well in areas of ambiguity.
- Demonstrated ability to communicate effectively with internal and external stakeholders.
- Analytical mindset with a proactive problemsolving attitude
- Contact Center experience (Strongly Preferred)
- Experience with identify risks and establishing strong controls.
- Advanced knowledge of the payments business and Managed Services Product lines.
Additional Information :
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
