What are the responsibilities and job description for the Analyst - Innovation and Solutions III position at Vinsys Information Technology Inc?
Supports development and implementation of solutions to improve processes for Contact Center agents and tools. Successful candidates will work collaboratively across the organization, including the operational teams in the field, to ensure project and initiatives are executable for frontline teams. Develop a deep understanding of customer and employee personas, workflow, difficulties, and processes to garner subject matter expertise. This role includes supporting experiences across the customer and Contact Center journey, including initial bookings, servicing of customers travel needs, including seats, refunds, flight changes, upgrades, policy and procedure clarification and more.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Collaboratively support key projects that improve the employee experience and drive customer satisfaction within the contact center experience
Design and deliver solutions that bring an innovative approach and consider practical limitations
Conduct in-depth analysis of existing business processes to identify efficiency gains and areas for improvement
Map out current and future state processes, providing a clear vision for potential enhancements
Manage project timeline and budget commitments effectively
Support testing strategy for new processes and tools
Keep leadership informed of project health through regular status updates and contribute in the development of executive level presentations
Regularly spend time in the field to gauge operational needs and build relationships with Contact Center leaders to ensure priorities are appropriately aligned
Collaborate with training, change management, and communications teams to develop and deploy informative and actionable materials to support project updates and deployments
TRAVEL
Some travel maybe required
KNOWLEDGE
Required
Proficient in research and requirement creation
Required
SKILLS/ ABILITIES
Strong verbal and written communication skills
Microsoft Office and analytical skills
Demonstrate agility managing through ambiguity and be adaptable in the face of change
Strong business acumen
Preferred
Demonstrated project planning and execution
Proficiency with Azure DevOps, Jira, or other agile work management tools
EDUCATION AND/OR BACKGROUND
Required
Bachelor's Degree or equivalent work experience
EXPERIENCE
Required
2 years of airline customer service experience and/or project management experience
1-2 Agile/Scrum experience
Required Skills : Scrum Master
Basic Qualification :
Additional Skills :
This is a high PRIORITY requisition. This is a PROACTIVE requisition
Background Check : No
Drug Screen : No
ESSENTIAL DUTIES AND RESPONSIBILITIES
Collaboratively support key projects that improve the employee experience and drive customer satisfaction within the contact center experience
Design and deliver solutions that bring an innovative approach and consider practical limitations
Conduct in-depth analysis of existing business processes to identify efficiency gains and areas for improvement
Map out current and future state processes, providing a clear vision for potential enhancements
Manage project timeline and budget commitments effectively
Support testing strategy for new processes and tools
Keep leadership informed of project health through regular status updates and contribute in the development of executive level presentations
Regularly spend time in the field to gauge operational needs and build relationships with Contact Center leaders to ensure priorities are appropriately aligned
Collaborate with training, change management, and communications teams to develop and deploy informative and actionable materials to support project updates and deployments
TRAVEL
Some travel maybe required
KNOWLEDGE
Required
Proficient in research and requirement creation
Required
SKILLS/ ABILITIES
Strong verbal and written communication skills
Microsoft Office and analytical skills
Demonstrate agility managing through ambiguity and be adaptable in the face of change
Strong business acumen
Preferred
Demonstrated project planning and execution
Proficiency with Azure DevOps, Jira, or other agile work management tools
EDUCATION AND/OR BACKGROUND
Required
Bachelor's Degree or equivalent work experience
EXPERIENCE
Required
2 years of airline customer service experience and/or project management experience
1-2 Agile/Scrum experience
Required Skills : Scrum Master
Basic Qualification :
Additional Skills :
This is a high PRIORITY requisition. This is a PROACTIVE requisition
Background Check : No
Drug Screen : No
