Call Center Operations Analyst

Job Opportunity

They need a dedicated resource to help coordinate and craft the messaging and track the enhancements that they are implementing for the branch and call centers including generative AI, DCRMs, EUCs, automations frameworks as a service, customer satisfaction etc.

Their team is the conduit to Ops and there is coordination and storytelling that is required from Tech to Ops to highlight the value prop.

They have various executive stakeholders in Retail and Ops that need regular updates on various topics that will drive efficiencies and enhanced experiences for Ops Employee

Required:

• Drive administrative, operational, reporting and quality improvements through partnership with internal teams.
• Provide oversight of the Business Critical Milestone Reporting process and other reporting processes to ensure quality, efficiency and accuracy.
• Support functional operating routines, including agenda planning, materials, and minutes for staff meetings, operating reviews, and program updates.
• Maintain and publish calendar of all organizational events and deliverables.
• Actively oversee completion and quality of deliverables.
• Plan, execute and, oversee team culture routines including town halls, round tables, coffee hours, new hire orientation, skip levels, mentorship programs.
• Coordinate business unit and regional plans including distribution and sharing of materials to corresponding staff and chief risk andntrol officers and staff.
• Partner with businesses, regions and GPA to draft prepare talking points and presentations, organization changes, staff announcements.
• Proven ability to work in a team of diverse skill sets and cultures.
• Proven ability to work in high-pressure, time-sensitive environments.
• Consistently demonstrate clear and concise written and verbal communication with a strength in presentation design.
• Ability to write clearly and concisely.
• Digital publishing capabilities.
• Presentation skills.