Operations Project Analyst
About The Position
The Operations Project Analyst role will work for the Platform Management team supporting Credit Assistance contact centers. They process new hire system access requests, access modifications, access restorals, password resets, manage issues that impact Credit Assistance agents from being able to service clients/customers. In this position you will be required to become a certified SPOC and work as the liaison between the Line of Business (LOB) and partners from the GIS and Technology to ensure issues and access request are quickly and accurately resolved.
Requirements
- 1 year SPOC System Access Experience
- Call Center Operation knowledge
- SPOC Process/ARM (Access Request Management) System knowledge
- Understanding of the functions and access needs for the assigned hierarchy
- Authority to enforce access management core principles
- Understand all available tools and references needed to thoroughly complete all access requests
- CCS Contact Center Process System Knowledge
- Able to work independently as well as a part of the team
- Proven strong relationship management skills
- Strong Communication skills
- Strong Time Management skills
- Strong Attention to Detail and confident enough to raise questions when necessary
- Proficient with Microsoft Office tools (Outlook, Teams, Excel, and One Note)
- High School Diploma / GED / Secondary School or equivalent
Nice To Haves
- Strong organizational skills and ability to multi-task
- Ability to work with databases/SharePoint
Responsibilities
- Act as the liaison between the LOB, GIS and Technology and update daily the status of tickets submitted and any other pertinent information needed
- You will be accountable for the integrity of access management by only requesting access that is required to perform job function
- Responsible to proactively monitor email, enterprise group chat and to maintain communication with peers on incidents concerning system access issues
- Complete access requests in a manner that aligns with your areas required timelines
- Work with contact center managers and agents to provide troubleshooting of access issues and provide steps to take in an attempt to resolve all issues
- Utilize and review procedures daily and report any possible updates needed
- Escalate issues accordingly
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
