Contact Center Project Analyst

Securian Financial is hiring a Contact Center Project Analyst for our corporate headquarters location in Saint Paul, MN.

As part of our Business Operations Team, the selected candidate will work closely with our Enterprise Contact Center to provide technical expertise, project consultation and operational support.

Securian Financial is a Fortune 500 company that provides life insurance, investment products, retirement plans, asset management and other financial services.

Our Enterprise Customer Contact Center (ECC) provides customer service for seven markets via incoming toll-free calls, emails, and web chats. Our ECC has over 130 CSAs that take over 1.1 million calls a year. Associates respond to information and contract administration inquiries and/or service requests on Variable/Group Universal Life, Term, Accidental Death & Dismemberment, and Voluntary insurance products, retirement accounts, claims and underwriting.

This is a fast-paced and multi-dimensional role that will be responsible for leading meetings with stakeholders and working cross-functionally across the organization.

Main responsibilities include:

  • Provides subject matter expertise and application support for various contact center services and systems
  • Creates and manages all data controls and reporting functions
  • Leads and consults on contact center projects for strategic and technology initiatives
  • Support market initiatives, representing the Contact Center as it relates to product training, campaign scripting, timing of mailings and predicting call drivers and volumes
  • Leads and manages contact center telephony and technology projects enhancements for initiatives and daily operations
  • Partners with contact center, business unit stakeholders and other teams to analyze, design, prioritize, and implement new functionality and ensure solutions meet current and future business needs
  • Develops and maintain technical and operational documentation of processes
  • Maintain awareness of current trends in the contact center technology space

Requirements

  • 4+ years’ experience working in project management, operations, or in a call center environment
  • Experience in a business analyst role
  • Strong Microsoft Excel skills

Preferred Requirements

  • Experience working in a Business Analyst/Project Manager role
  • Expert knowledge of contact center methodologies and services and systems, as it relates to service level goals, performance guarantees, and operational efficiencies.
  • Strong analytical, problem-solving and decision-making skills to identify trends in Contact Center performance reports and improvements in procedures and technology
  • Represent contact center expertise to all related business lines, including technical, operational and marketing. This would entail making decisions on behalf of the contact center
  • Ability to work independently, research situations, and make quality decisions with minimal direction.

Securian Financial has been committed to providing insurance, investment and retirement solutions since 1880.

When you’re a Securian Financial employee, your part of a hard-working, high-performing, bright-thinking, make-things-happen family. One that sees your potential on day one, challenging you to grow your unique strengths as you create a career filled with opportunity, collaboration and meaning. One where you get the support and flexibility to become the person you want to be, at work and outside of it. For our newest team members and our most tenured, we’re committed to be an employer of choice.

Securian Financial is based in downtown St. Paul for the past 130 years. We’re committed to giving back to our community, donating 15,000 employee volunteer hours this past year. We also provide extensive resources to our employees for professional development and growth and several diverse professional and social opportunities throughout the company. There’s a reason our employees have voted us as a best place to work year after year! In addition:

Generous paid time off. We want you to take time off for whatever matters most to you!

  • No weekend or late-night hours.
  • Tuition reimbursement program. We value continuous learning at Securian!
  • Company-funded pension plan as well as 401K retirement plan – great resources to secure your financial future.
  • Continuous opportunities for new challenges - 80% of our jobs go to our current employees.
  • Variety of health plan options as well as dental and vision plans.
  • Discounted Metro Transit costs.
  • All buses and the light rail stop within 3 blocks of our buildings.
  • Paid maternity/paternity leaves.
  • Ergonomic sit/stand desks available in many areas.

Physical job requirements:

Ability to work at least 40 hours per week

Ability to utilize keyboard, mouse and computer for up to 3-6 hours per day

Ability to utilize phone for approximately 2-4 hours per day

Ability to perform simple grasping including handwriting, paper manipulation, sorting, folding, etc. periodically throughout entire workday

The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal employment opportunity:

Securian Financial Group, Inc. does not discriminate based on race, color, creed, religion, national origin, sex, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance, status in a local human rights commission, or any other status or condition protected by local, state or federal law. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by telephone 651-655-5522 (voice), 711 (telecommunications relay), or by email at [email protected]

For all inquiries about this position, please apply directly on our website or contact us at [email protected] for any further questions.

As a full-time associate, you will be eligible for the full range of Company benefits which include life insurance, medical and dental coverage, retirement plan, profit sharing plan, paid vacation and personal time, flexible spending accounts (use of pretax dollars for dependent care, dental and medical expenses not covered under your medical plan), etc.

Securian Financial Group, Inc. does not discriminate based on race, color, creed, religion, national origin, sex, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance, status in a local human rights commission, or any other status or condition protected by local, state or federal law. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by telephone 651-655-5522 (voice), 711 (telecommunications relay), or by email at [email protected]

As a full-time associate, you will be eligible for the full range of Company benefits which include life insurance, medical and dental coverage, retirement plan, profit sharing plan, paid vacation and personal time, flexible spending accounts (use of pretax dollars for dependent care, dental and medical expenses not covered under your medical plan), etc.

Securian Financial Group, Inc. does not discriminate based on race, color, creed, religion, national origin, sex, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance, status in a local human rights commission, or any other status or condition protected by local, state or federal law. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by telephone 651-655-5522 (voice), 711 (telecommunications relay), or by email at [email protected]

2020-07-11
The job is posted by from at with salary

2020-07-11
The job is posted by from at with salary

2020-07-11
The job is posted by from at with salary

2020-07-11
The job is posted by from at with salary

2020-07-11
The job is posted by from at with salary

2020-07-11
The job is posted by from at with salary

2020-07-11
The job is posted by from at with salary
The job is posted by Cognitive Enhancement Center Inc.. from Indeed at Portland, OR with salary $13.50 - $16.00 an hour
The job is posted by Atlas FM from Indeed at Surbiton KT6 with salary £9 an hour
The job is posted by Bealls Outlet from Bealls Inc at Lady Lake, FL with salary
The job is posted by Retreatia from Retreatia at Steamboat Springs, CO with salary
The job is posted by Madison Area Technical College from Madison Area Technical College at Madison, WI with salary
The job is posted by Microchip Technology from Microchip Technology at Mount Holly Springs, PA with salary
The job is posted by McLaren from Mclaren at Sheffield with salary
The job is posted by All Seasons Rental from Indeed at Conyers, GA with salary $10 an hour
The job is posted by Eaton from Eaton at Pinehurst, NC with salary
The job is posted by Shine Rite mobile Detailing from Indeed at Ocala, FL with salary
The job is posted by BNY Mellon from BNY Mellon at New York, NY with salary
The job is posted by DoubleTree by Hilton Dunblane Hydro from Indeed at Dunblane FK15 with salary
The job is posted by Taco Bell | Summerwood Corporation from Taco Bell at Leesburg, VA with salary
Please subscribe to get newest job online