Senior Analyst, Project Management

• Lead HRCC internal and corporate projects using industry-standard project tools
• Maintain project trackers and artifacts and build cases for project approvals
• Communicate project status, risks, and accomplishments
• Lead projects, assign owners and timelines, and create project plans
• Represent HRCC and document business discussions, outcomes, actions, and risks
• Coordinate efforts and assessments for deliverables across HRCC
• Partner with the Process Analyst on process studies and documentation
• Manage and guide new projects, including approvals, status communications, and follow-ups
• Handle multiple tasks and negotiate around conflicts or challenges
• Develop project plans and change strategies
• Deliver project status and risk updates to all levels of management
• Define projects for assessment, delivery, and maintenance
• Bring project deliverables to completion
• Work with functional and technical decision-makers to translate needs into processes and process optimization
• Collect and analyze data and apply process fundamentals
• Report to the Sr. Manager, Customer Excellence

Requirements

• Two (2) years of operations, project management, or process management experience
• Command of PowerPoint
• Command of Excel, including maintaining complex spreadsheets
• Command of Microsoft Project or similar tools such as Asana, Smartsheet, or Trello
• Command of tools such as Visio and Smartsheet
• Ability to create compelling narratives using data, text, and visualizations
• Travel less than 10%
• PMP or relevant project management or Agile certification is useful
• Two (2) years of experience in a contact center environment is useful
• Experience supervising or leading a team, contractors, and vendors through the process lifecycle is useful

Core Competencies

Demonstrates expertise in project management, including the ability to lead projects, develop project plans, and communicate effectively with stakeholders. Proficient in data analysis and process optimization to drive project success and deliverables.

Highest-signal resume keywords

• Project Management
• Data Analysis
• Microsoft Project
• PMP Certification
• Process Optimization

Hard Skills

• Project Planning
• Process Management
• Data Visualization
• Spreadsheet Management
• Project Tracking

Soft Skills

• Communication
• Negotiation
• Team Leadership
• Conflict Resolution

Certifications & Qualifications

• PMP Certification
• Agile Certification

Industry Keywords

• Contact Center Environment
• Operations Management
• Project Artifacts
• Stakeholder Engagement

Tools & Technologies

• PowerPoint
• Excel
• Asana
• Smartsheet
• Trello
• Visio