Contact Center Project Analyst

Contact Center Project Analyst

As one of the Washington Metropolitan area's fastest growing IT companies, we are always looking for creative, passionate and responsible employees. We acknowledge that intelligent, dedicated employees are our greatest asset and are continuously adding to our talented and diverse team. If you feel innovation, integrity and a drive to deliver are key components to success, we invite you to become Enlightened.

Position Overview

The Contact Center Project Analyst shall manage all aspects of Contractor's staff and project schedule and budget. Responsible for project coordination and scheduling, issue resolution, issue escalation, resource management, budget management, management interface and fare collection related data analysis.

MUST HAVE: Advanced proficiency in Microsoft Excel, with extensive experience in pivot tables and other advanced functions.

Position Responsibilities

The Contact Center Project Analyst responsible for performance of these services:

• Develop and manage the project plan and resources.
• Coordinate tasks and ensuring deliverables.
• Provide project status reports to management and customers.
• Resolve project issues that jeopardize the success of the project.
• Manage the Customer Service Center staff, including administration of staff accounts and rights.
• Ensure the day-to-day responsibilities for all services required hereunder are performed in a professional manner.
• Provide oversight of fulfillment and support services for all fare classes.
• Provide oversight of telephone and web-based customer support tasks.
• Analyze and monitor all functions for both patron and financial reports related PATH fare collection.
• Oversee reconciliation reporting and analysis.
• Provide a high level of customer service at all times to patrons and ensure that CSC staff adhere to these provisions.
• Maintain sufficient staffing at all times and provide additional staff as requested by PATH management.
• Manage appropriate Contractor's staff coverage, in particular during training for the new fare payment system.
• Extensive knowledge of computer applications including Microsoft® Windows-based software applications, including but not limited to Microsoft Word, Excel, and PowerPoint.
• Oversee all services related to Transit Benefit Providers and their customers which shall include but not be limited to uploading of various products to customer PATH accounts, per the direction of PATH.
• Serve as liaison to the designated Cubic system administration contact, per PATH management direction.
• Serve as liaison to internal PATH and Authority stakeholders (Marketing, TEC, Audit, Comptrollers and Treasury Departments), per PATH management direction.
• Support Payment Card Industry (PCI) and cyber-security compliance.
• Maintain inventory of office supplies.
• Oversee and manage Fare Media inventory. Work with PATH management to order additional media as necessary.
• Manage Contractor's personnel timekeeping system and records to ensure completeness and accuracy.
• Responsible for functions related to the customer and B2B website, which shall include but not be limited to:
• All PATH fare media sales, servicing and responses to PATH account inquiries.
• Assistance with migration of customers from the legacy system to the new system.
• Monitoring customer website autoload function, including the ability to use the appropriate software applications to ensure that our patrons receive their transit products.
• Analyzing and monitoring patron and financial reports.
• Responsibility of all CSC staff working with the various functions of the CRM and back office applications.
• Providing staff support during training.
• Gathering feedback on the new system and communicating any issues or bugs encountered. Analyze data to investigate potential issues and tracking resolution.

Required Qualifications

• Open availability (weekends and evening will be required periodically according to business needs)
• Have at least five (5) years prior experience in similar performance functions to those required of a Contact Center Project Analyst herein, which includes two (2) years of supervisory level experience or above and shall be able to speak and write proficiently in the English language.
• Prior experience with transit fare payment systems preferred.
• Prior experience with call center management preferred.
• Bachelor's degree or equivalent experience preferred
• Ability to type 65 words per minute or higher
• Advanced experience with Microsoft Excel, including proficiency with pivot tables and other advanced functions.

Benefits

The expected salary range for this position is listed above. Actual compensation will be determined based on experience and qualifications as well as internal equity and alignment with market data.

At Enlightened, we pride ourselves on offering a comprehensive and industry-competitive benefits package to our full-time employees. Our benefits include:

• Medical/Dental/Vision Insurance with Health Savings Accounts (HSA)
• Flexible Spending Accounts (FSA)
• 401(k) Retirement Plan
• Paid Holidays, Vacation, & Sick Leave
• Professional Training & Development Reimbursement

Please note, these benefits are available exclusively to full-time employees of Enlightened.

Equal Opportunity Statement

Enlightened is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability, or any other federal, state, or local protected class.