Job Description

Role Description:

The Operations Analyst / PM is responsible for supporting and leading the implementation, coordination, and ongoing management of Contact Center operations and related service initiatives. This role requires a hands-on, organized professional with solid project coordination and vendor management experience. The Project Manager will collaborate with internal teams and external partners to ensure successful project delivery and effective day-to-day service operations, focusing on efficiency, quality, and customer satisfaction. Role Duties:

Support and lead projects related to the implementation and optimization of Contact Center operations. Coordinate activities across cross-functional teams to ensure alignment with project goals and timelines. Collaborate with internal business units and external vendors to manage deliverables, schedules, and communication. Track project progress, identify risks or delays, and assist in implementing corrective actions. Participate in meetings, document decisions, and provide clear and timely updates to stakeholders. Monitor Contact Center performance metrics and contribute to continuous improvement initiatives. Assist in managing budgets, vendor performance, and service-level compliance. Support change management and process enhancement efforts to improve operational efficiency. Prepare reports and presentations summarizing project status and key performance indicators.

Education & Requirements:

Bachelor's degree in Business Administration, Information Technology, Operations Management, or a related field.

2-3years of experience in project coordination or project management, preferably within service operations or Contact Center environments.

Familiarity with Contact Center technologies (e.g., Genesys, Avaya, NICE, Salesforce, or similar). Proven ability to work with internal and external vendors in a collaborative and results-oriented manner. Strong communication, organization, and problem-solving skills. Fully bilingual in English and Spanish (written and verbal). Experience managing multiple tasks or projects simultaneously in fast-paced settings. Working knowledge of project management tools (e.g., MS Project, Jira, Asana, or similar).

Plus:

Agile certification (e.g., Scrum Master, Agile Practitioner) preferred, but not required. Experience in the healthcare or insurance industry is highly desirable.
Job Type: Full-time

Pay: $50,000.00 - $57,000.00 per year

Ability to commute/relocate:

San Juan, PR 00901: Reliably commute or planning to relocate before starting work (Required)
Experience:

internal and external vendors: 2 years (Required) Contact Center: 2 years (Required) Genesys, Avaya, Salesforce, etc: 2 years (Required)
Work Location: Hybrid remote in San Juan, PR 00901