Senior Business Execution Administrator

• Review and report on Call Center Workforce Data focused on frontline Consumer Lending Operations (CLO) teams
• Provide leadership and direction to WFM Administrators and providing guidance, direction, and feedback as needed
• Responsible for reviewing and/or completing the accuracy of daily LOB update reports
• Review Abandonment and Occupancy weekly report
• Research and resolve daily Help Desk JIRA tickets regarding Workforce Management issues or updates
• Assign JIRA Tickets daily
• Monitor daily updates to Genesys skill base changes and update as needed
• Report out on weekly Focus Group stats
• Submit and/or resolve Kanban daily
• Monitor daily Microsoft Teams Intraday Chats
• Attend or facilitate Monthly Leadership Touch Base meetings
• Update Standard Operation Procedure (SOPs) and Job Aids as needed
• Support the operations of a specific business line
• Administer programs, projects, or processes specific to the business
• Perform business operations that are administrative in nature
• Facilitate efficiency, quality, cost effectiveness of solutions, and escalate concerns related to the assigned operation
• Provide subject matter knowledge and interpretation of procedures to key business partners
• Coordinate and monitor implementation and maintenance of processes, procedures, and policies
• Interact with immediate Strategy and Execution colleagues on operational initiatives
• Provide support for a variety of diverse support functions for multiple business groups or a specific line of business

• 4+ years of Administrative Support, or, Business Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Service in any branch of the United States military
• Must be off active duty no later than the anticipated start date
• Proven experience with Alvaria Workforce Management tool
• Experience with Alvaria blended Inbound/Outbound call metrics
• Knowledge and understanding of call center operations
• Ability to provide guidance through mentoring, training, and development
• Ability to navigate and manage change in a dynamic, global environment
• Strong problem-solving skills with attention to detail
• Strong analytical skills, including data management
• Excellent written and verbal communication skills
• Ability to communicate effectively and concisely with senior level leaders
• Ability to perform analysis and deliver to management calling out risk or opportunities
• Build and maintain strong relationships with internal stakeholders and external partners to ensure successful project execution
• Analyze current business processes and identify opportunities for improvement, optimization, and increased efficiency
• Experience with Tableau reporting
• Advanced experience with Microsoft Teams use of collaboration tools
• Strong attention to detail and accuracy skills
• Ability to work with limited direction
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Highly organized with the proven ability to handle multiple tasks simultaneously, and prioritize effectively

Relocation assistance is not available for this position