Job Description

Job Description

This role is responsible for developing, driving and delivering project initiatives for DPS. Core responsibilities include supporting cross-functional initiatives for process efficiency implementations, enhancements to product and services, product trend analysis, and creating various analytical reports .The incumbent should possess project management capabilities and be knowledgeable in all DPS products and procedures. The position is based in Miami, Florida and reporting to the Workforce Optimization Manager.

RESPONSIBILITIES

• Responsible for early identification of client and/or product issues and trends, determine potential resolutions, and assigning the appropriate resources, communicating project status, tracking and resolving them in a timely manner
• Achieve project goals by engaging effectively with stakeholders at all levels of GCCS
• Direct project activities, conduct reviews, manage risk mitigations and change control processes, and communicate status
• Responsible for all aspects of project management from project initiation through project completion
• Define and identify risks to projects and implement mitigation strategies
• Connect key internal stakeholders with external partners, defining the required communication plan, identifying metrics, and enabling separate organizations to maintain alignment of project management activities with operational functions
• Conduct various analyses regarding product and client call drivers, AHT, trends, occupancy, process improvements, procedural modifications, and customer inquiries.
• Utilizes client escalation logs to create/generate analytical summaries and trend reports
• Create and maintain various reports using Excel, SharePoint, Power Point, and CRMs
• Synthesize Product and Cardholder trends and infer patterns within data findings
• Identify quality and training gaps
• Closely partner with multiple GCCS parties to effectively drive process improvement initiatives through strategy alignment, effective communication and flawless execution of key priorities
• Provides support for call volume analysis and supports the normalization of historical data and makes suggestions regarding adjustments
• Provides reporting and create milestones throughout the month to ensure the business is able to achieve service level targets
• Responsible for running/creating adhoc reports to various departments