Product Delivery Associate – Contact Center Admin

Play a crucial role in transforming ideas into functional products, while navigating through complex challenges. Develop your skills, contribute to meaningful change, and propel your career in an environment that values growth and learning.

As a Product Delivery Associate on the Alvaria Admin Team within Workforce Planning, you enable the release of products and features by overcoming obstacles. As an emerging member of the team, you work across the organization and enable the product to continuously deliver value, while gaining skills and experience to grow within your role. 

Job responsibilities

• Supports delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while highlighting opportunities to improve efficiencies
• Contributes to change management activities across functional partners and documents adherence to the firm’s risk, controls, compliance, and regulatory requirements
• Documents blockers and impediments to aid with dependency management and resource availability
• Collaborates with the Product Delivery Manager to engage stakeholders and cross-functional partners to manage dependencies and timelines
• Support the engagement model across Workforce Planning Operations Staffing Strategy & Execution to ensure alignment with process changes, execution, and delivery
• Partner with Consumer & Community Bank Operations Workforce Planning to develop strategies to achieve customer & financial objectives
• Perform root cause analysis to identify areas of opportunity and make strategic recommendations to leadership
• Design and communicate documentation to deploy Workforce Planning efficiency tools to drive operating efficiency across Consumer & Community Bank Operations
• Establish and maintain foundational protocols needed to support Workforce Planning activities
• Ensure controls over Workforce Planning activities; developing exception based analytical tools to drive timely action
• Designing and configuring the Workforce Management (WFM) platform structure of the Alvaria application and related modules

Required qualifications, capabilities, and skills   

• Minimum two years of experience or equivalent expertise in product management, project management, or a relevant domain area
• Demonstrated experience or equivalent expertise in product management, project management, or a relevant domain area
• Exposure to operational management and change readiness workstreams
• Ability to package and present projections, performance trends, and performance outlooks in an executive format
• Ability to demonstrate leadership capabilities, collaborate across teams and with key stakeholders, influence peers and partners
• Ability to analyze, interpret and translate metric performance into business insight and identify root cause. Knowledge in navigating JIRA and SCRUM ceremonies including solid qualitative, quantitative analytical skills with proven problem-solving abilities and follow-up skills
• Delivers verbal messages clearly and compellingly, summarizes discussions to confirm understanding and alignment.
• Conveys information, ideas, and messages through written words with clarity, conciseness, and professionalism.
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, Teams, etc.)

Preferred qualifications, capabilities and skills

• Emerging knowledge of product release and deployment processes 
• Bachelors degree is preferred OR 3+ years’ experience working in large call center, multi-site, or similar environments; processing, forecasting, staffing, scheduling, and/or project management 
• Experience with collaboration, communication, presentation, is highly detail oriented, and has ability to work on multiple projects/tasks simultaneously, manage time and prioritize to complete a project/task
• Advanced knowledge and understanding of Alvaria eWorkforce Management platform, practices, policies, and procedures; both internal and across various lines-of-businesses
• Proven experience in developing, deploying, and optimizing Artificial Intelligence/Machine Learning models using industry-standard frameworks and tools to solve complex problems, enhance processes, and create new opportunities.