Administration Project Staff
In search of a Specialist Business Consultant: As a key member of the Operations team, this position will be responsible for optimizing the utilization of the Five9 cloud platform; Implements process improvements on configuration, reporting, training, support, and overall maintenance of the Five9 VCC system platform. Provides internal consulting from a planning and operations standpoint. Including, but not limited to, initial configuration, IVR setup, campaign management, list management, KPI strategy, management reporting, CRM integration and overall systems management and support.
location: Brea, California
job type: Contract
work hours: 8 to 5
education: Associate's degree
experience: 3 Years
Participates in ongoing planning, analysis, and design efforts for the Five9 application. Provides basic business performance management, organizational design, and business risk management capabilities to formulate pragmatic, forward facing, and actionable business transformation plans to optimize ROI outcomes of the Five9 migration.
Devises and/or modifies procedures to solve simple to moderate business problems by the innovative application of the Five9 VCC platform. Demonstrates sound understanding of business processes, systems, organizational structure, and industry requirements.
Plans, coordinates, executes, and oversees a wide range of assigned project-related duties designed to help the department in achieving business goals and maximizing the member experience, customer retention, as well as minimizing operational losses, and associate turnover.
Note: This position may evolve (approximately 6 months in to the role) to a dual-role involving the support of Five9 users, and supervising a team of up to 8 member care representatives.
Education: Undergraduate studies in business, insurance, mathematics, computer science or related field is preferred. Prefer degree or professional insurance coursework.
Knowledge: Demonstrated knowledge of standards, best practices, methodologies, and frameworks associated with the insurance/financial services industry, business process management, and the IT discipline.
Must have sound knowledge of a wide variety of tools, concepts, and techniques of business process modeling, analysis, and design. sound knowledge of emerging industry, competitor, customer demography, regulatory, and market trends as they relate to insurance, reinsurance, and related financial services industries.
Sound understanding of new technologies and developments in the technology industry and their application to the client environment.
Thorough knowledge of the systems development life cycle. Sound knowledge of project management concepts and techniques are required. Thorough knowledge of facilitation, performance management, organizational design, and organization change management.
Experience: Six years of progressive experience in business consulting and analysis involving business process analysis and design, performance improvement, problem solving, planning, coordinating and organizing. Project management experience is preferred.
Skills: Must have the ability to manage large or complex projects. Must have the ability to analyze and design organizational structures, roles, responsibilities, governance, staffing, and sourcing.
Demonstrated ability to steer organization-wide change such as change in business model, restructuring operations, new technologies, mergers, major collaborations, etc.
Must have the ability to develop and apply innovative approaches to business problems and opportunities.
Must have strong project and process management skills. Must have the ability to lead effectively in an environment of change and ambiguity.
Must possess strong oral and written communication skills to interact with all levels within the company as well as external parties.
skills: Project Management
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.