Client Care Analyst - Managed Business Services

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, cross-functional 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 data-driven decisions to enhance quality and efficiency.
Efficiently prioritize tasks to ensure timely completion.
Participate in ad-hoc projects as needed to support Managed Services team.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs. This position can be filled in Miami or Austin.