Contact Center Project Analyst

3 weeks ago

Jersey City, United States Enlightened, Inc. Full time
Job DescriptionJob Description

Contact Center Project Analyst

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.

The Contact Center Project Analystis 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 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.

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 English.
  • 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.

  • Contact Center Project Analyst

    5 days ago

    Jersey City, United States Enlightened Full time

    Job Description Job Description Contact Center Project Analyst 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...

  • Project Manager/Business Analyst

    1 week ago

    Jersey City, United States CareerBuilder Full time

    A financial firm is looking for a Project Manager/Business Analyst to join their team in Jersey City, NJ. Pay: $800/day w2 Qualifications: Required At least 7 years of full-time work experience with in-depth knowledge of the financial markets including but not limited to (trade settlement, financial regulation, and compliance to market operations and...

  • Project Manager/Business Analyst

    2 weeks ago

    Jersey City, United States Open Systems Technologies Full time

    A financial firm is looking for a Project Manager/Business Analyst to join their team in Jersey City, NJ. Pay: $800/day w2 Qualifications: Required At least 7 years of full-time work experience with in-depth knowledge of the financial markets including but not limited to (trade settlement, financial regulation, and compliance to market operations and...

  • Project Lead Bus. Sys. Analyst

    2 weeks ago

    Jersey City, United States AWSPRODVK1 Full time

    Job DescriptionJob DescriptionProject Lead Bus. Sys. Analystwww.faceboo

  • Business Analyst/Project Manager, Risk IT

    Found in: Talent US C2 - 2 days ago

    Jersey City, United States Jefferies Full time

    Jefferies Risk Information Technology team is responsible for building and maintaining Risk Management systems solutions and architecture for the Jefferies enterprise. The team works closely with Financial Risk Management functions (Credit, Liquidity, Market) in the areas of measuring, quantifying, analyzing, reporting, controlling, mitigating, and managing...

  • Energy Analyst

    2 weeks ago

    Jersey City, United States CareerBuilder Full time

    Jersey City, NJ, USA Experience : 0 2 Years The Energy Analyst will support the implementation of ANBs software platforms, such as eTRACK+ , eTRM , DRM , and ZAPture . Duties will include some or all of the following Act as the point of contact for business users and various stakeholders. Gather requirements and develop specifications. Develop use cases test...

  • Business Analyst 3

    1 week ago

    Carson City, United States CareerBuilder Full time

    Opportunities for Business Analyst 3 Project Orion in Carson City, NV Opportunities for Business Analyst 3 Project Orion in Carson City, NV Business Process Analyst CRI Advantage CRI Advantage is looking for a Business Process Analyst (BPA) to join our state governmental client on the Orion Program supporting several Project Initiatives to...

  • Business Systems Analyst II

    2 weeks ago

    Jersey City, United States SNI Companies dba SNI Technology Full time

    Job Description SNI has teamed with a valued client on a Business Systems Analyst II opportunity for a valued client in Jersey City, NJ.The Business Systems Analyst II will be working in a hybrid capacity. Key Responsibilities: * The Business Systems Analyst II will be responsible for determining operational objectives by studying business functions;...

  • Financial Analyst/ Project Coordinator

    2 weeks ago

    Peachtree City, United States Accountants One Full time

    Job DescriptionJob DescriptionAccountants One has a Financial Analyst position open in Peachtree City. They are responsible for financial analysis, budgeting, and forecasting. This role includes identifying key financial drivers, developing and completing adhoc and ongoing analysis of these drivers, maintaining the files used to develop budgets, forecasts,...

  • Financial Analyst/ Project Coordinator

    5 days ago

    Peachtree City, United States Accountants One Full time

    Job DescriptionJob DescriptionAccountants One has a Financial Analyst position open in Peachtree City. They are responsible for financial analysis, budgeting, and forecasting. This role includes identifying key financial drivers, developing and completing adhoc and ongoing analysis of these drivers, maintaining the files used to develop budgets, forecasts,...

  • Business Analyst

    4 days ago

    Jersey City, United States JPMorgan Chase & Co Full time

    **JOB DESCRIPTION** DESCRIPTION: Duties: Manage and execute projects using data analysis and visualization, process improvement techniques, and other business improvement and transformation tools. Structure and conduct analytics to identify potential opportunities for change, including the identification of the key measures that will move the needle for...

  • Quality Assurance Analyst

    5 days ago

    Jersey City, United States Tradeweb Markets, Inc. Full time

    Project Management analyze project specifications, create and execute test scenarios, document results, manage priorities, and maintain continuous communication with project stakeholders Analyze internal log files for detailed troubleshooting and r Quality Assurance, Assurance, Analyst, Trade, Asset Manager, Technology

  • Bilingual Contact Center Agent

    2 weeks ago

    Salt Lake City, United States Resource Innovations Full time

    Job DescriptionJob DescriptionResource Innovations is seeking a Bilingual Contact Center Agent to provide processing, surveying and customer support for multiple clients throughout the nation. If you agree that climate change is one of the biggest issues facing the world today and want to be able to do something contribute to climate change mitigation while...

  • Product Analyst

    Found in: Talent US C2 - 3 weeks ago

    Jersey City, United States CHUBB Full time

    Senior Product Analyst, Small Commercial  Reporting to the Small Business Workers’ Compensation Line Lead, the Senior Product Analyst, will be accountable for supporting line management to help enable profitable growth of the Small Business WC product. This role will have supporting level responsibilities in both product development and product...

  • US|Business Analyst

    Found in: Talent US C2 - 2 weeks ago

    Jersey City, United States eTeam Inc Full time

    Pay Rate: $65-$68 Per hour on W2 Location: Jersey City, NJ(Hybrid) An Integration Business Analyst works directly with clients and internal business partners to manage the technical components of implementation to *** Report Hub. The Integration Business Analyst will act as the primary technical contact for the clients technical SME, whilst collaborating...

  • Treasury Business Analyst Technology Lead

    7 days ago

    Jersey City, United States Sumitomo Mitsui Banking Corporation Full time

    SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group,...

  • IT Business Analyst V

    Found in: beBee jobs US - 2 weeks ago

    Jersey City, New Jersey, United States Mitchell Martin Inc Full time

    Our client, one of the largest banks in the US with wealth management, investment banking, and international business, is seeking a IT Business Analyst VLocation: Jersey City, NJPosition Type: Contract Job Summary:Looking for a strong Project Analyst, strong organizational and analytical skills, excellent communication skills and the ability to meet tight...

  • Sr. Data Analyst

    4 days ago

    Jersey City, United States Verisk Analytics Full time

    The Analytical Data Operations (ADO) division is Verisk/ ISO's data refinery, ensuring that ISO's analytical engines are properly fueled. As a member of ADO you will be part of a team of data analysts, BI developers, data engineers, data architects, Data Analyst, Insurance, Property, Data Engineer, Analyst, Project Management

  • Operations Project Manager

    10 hours ago

    Jersey City, United States Ageatia Global Solutions Full time

    Responsibilities: As Project Manager in the DRIVE Project Implementation team: Manage and lead assigned projects to completion with delivery of agreed objectives. This will require working closely with all functions - Front office, Operations, Finance, IT, Compliance, Legal, Risk etc. Assist in structuring projects, create and maintain governance...

  • Business Analyst

    Found in: beBee S US - 3 weeks ago

    JERSEY CITY, United States Atechstar Full time

    Job DescriptionRequired Qualifications 8+ years’ experience as a Business Analyst in Banking domain Working on agile software development projects and agile SDLC. Working on coordinating and communicating on cross-team initiatives. Familiar with information technology architecture governance and data exchange. Working with BPM (Business Process...