Process Specialist (AD&P)

Summary

• To support the network through real-time monitoring of trends, volumes, file and transactions, and react by activating the appropriate levers. Ensure all business processes are working as designed to meet customers and stakeholders’ needs.

General Responsibilities

• Real Time Monitoring and Management

  • Monitor all daily critical metrics and trigger escalation procedures when thresholds are reached to ensure operational goals are met
  • Stay on top of email and chat engagements, including other public channels the team is manning
  • Maintain daily dashboards, prepare and send daily reports
  • Conduct analysis and recommend solutions to real time performance issues
  • Partner with global teams to ensure appropriate support and health of the network

• Incident Management

  • Act as point of contact for operations to convey technical difficulties and servicing challenges
  • Be a liaison for resolvers to collect and validate information needed for troubleshooting
  • Monitor and track reported incidents, perform reviews and provide reports to close the loop
  • Manage bridge lines, including sending of communications to stakeholders to drive awareness at every stage of an incident
  • Ensures all outstanding issues are escalated and resolved timely and accurately

• Administrative

  • Perform audits, reviews and care for internal summary emails
  • Manage Handoff emails, Event monitoring (eg weather, civil), leadership ad hoc and asks
  • Support or rotate to other work towers as needed
  • Maintain Process documentation and governance
  • Autonomously prioritize assigned tasks as necessary
  • Identify process improvements and make recommendations to drive these to implementation

Basic Qualifications:

• Educational Background: College level or equivalent work experience
• 1.5 years of relevant process management or working experience in a call center environment
• Proficiency in Google Suite or Microsoft Office with strong Google Sheets/MS Excel skills
• Strong analytical and organization skills
• Creative decision making, able to think outside-the-box real-time as data/information are made available
• Proven ability to work in a fast-paced, iterative cycle with multiple deliverables under schedule deadlines
• Strong communication skills with the ability convey technical concepts in an easy to understand manner
• Strong attention to detail and a sense of urgency in escalating and resolving outstanding issues
• Can work effectively both in a team environment or independently

Preferred Qualifications:

• Applies sound business Judgment to execution, customer-first mentality
• Strong collaborative drive with the ability to influence the course of the conversation as needed
• Methodical, procedural and able to work through challenges in the ‘gray’
• Calm under pressure, maintains a positive approach specially during discovery/troubleshooting stages
• Highly proficient in both verbal and written communication, able to effectively liaise between different parties
• Has a strong sense of continuity and able to ‘fill’ the events of the day, asks questions if uncertainties are present
• Able to self-direct, good work ethic, can operate with minimal supervision