Analyst, Contact Center Services

Role Summary

Responsible for change management within the contact center. Participates in initiatives, projects, and oversight activities to enhance the quality and efficiency of the contact center. Uses comprehensive knowledge of contact center operations to recommend process changes and improvements to managers.

Responsibilities

• Analyzes client and associate feedback to determine trends in the business and make recommendations on improvements.
• Oversees rollout of changes within the contact center through close partnership with platform enablement teams. Responsible for broad communication across all teams in the contact center.
• Responsible for developing department news and publishing information for all contact center associates. Partner with leadership to determine the priority of various communications.
• Participate in annual policy reviews as a subject matter expert and intent reviewer.
• Participates in ad hoc projects driven by changes in the industry or the business. Lead testing efforts, identify risks, and document findings. Make approval recommendations to leadership.

Qualifications

Required :

Preferred :

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to two days per week from home.

Base Salary Ranges

Please review the job posting for the location of this specific opportunity.

76,000 - $106,000 for the location of : Maryland, Colorado, Washington and remote workers

76,000 - $106,000 for the location of : Washington, D.C.

76,000 - $106,000 for the location of : New York, California

Placement within the range provided above is based on the individual’s relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.

Commitment to Diversity, Equity, and Inclusion

We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day.

Benefits

We value your goals and needs, at work and in life. As an associate, you’ll be supported with resources, benefits, and work-life balance so you can thrive in ways that matter to you.

Featured employee benefits to enrich your life :

Competitive compensation

Annual bonus eligibility

A generous retirement plan

Hybrid work schedule

Health and wellness benefits, including online therapy

Paid time off for vacation, illness, medical appointments, and volunteering days

Family care resources, including fertility and adoption benefits

Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates’ well-being and addressing the needs of our clients, business, and communities is unwavering.

T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.

Salary : $76,000 - $106,000