Project Analyst, Contact Center Solutions

Jobtailor; Monterrey; Presencial; MXN 300.000 - 450.000; Jornada completa

Descripción de la vacante

Jobtailor in Monterrey, Mexico, seeks a project support analyst to advance Contact Center technology initiatives. You will help with data gathering, reporting, and post-project analysis, and assist with testing and test-case coordination to ensure successful deployments.

The role requires strong MS Office skills, analytical ability, and excellent English communication. You will manage multiple initiatives, document processes, and contribute to ROI measurement while supporting account strategy

Formación

• Prior experience in data reporting or analytical work.
• Proficiency with word processing, spreadsheets, and presentation software.
• Excellent English communication, both written and verbal.

Responsabilidades

• Provide project support for Contact Center technology initiatives.
• Assist with post-project data gathering and analysis.
• Support testing of technology implementations, including test case coordination.
• Assist Speech managers with projects designed to enhance customer experience through speech technology.
• Create and manage testing plans covering data and process elements for user requirements.
• Escalate errors and anomalies to project teams or appropriate support resources; retest and report as needed.
• Contribute to account assessments and account strategy.
• Partner with resources on data gathering and analysis for real-time and historical reporting.
• Maintain reports on new technology results to support ROI measurement.
• Manage PeopleSoft tickets within required timelines and quality standards.
• Maintain documentation and version control.
• Analyze and propose actions to improve Contact Center technology performance and optimization.

Conocimientos

Data Reporting

Analytical Skills

MS Office

Project Coordination

Communication Skills

English Proficiency

Herramientas

PeopleSoft

Word Processing

Spreadsheet Software

Presentation Software

Descripción del empleo

• Provide project support for Contact Center technology initiatives at account, regional, and divisional levels
• Assist with post-project data gathering and analysis
• Support Contact Center technology implementation testing, including test case coordination
• Assist Speech managers with projects designed to enhance customer experience through speech technology
• Create and manage testing plans covering data and process elements for user requirements
• Escalate errors and anomalies to project teams or appropriate support resources; retest and report as needed
• Contribute to account assessments and account strategy
• Partner with resources on data gathering and analysis for real‑time and historical reporting
• Maintain reports on new technology results to support ROI measurement
• Manage PeopleSoft tickets within required timelines and quality standards
• Maintain documentation and version control
• Analyze and propose actions to improve Contact Center technology performance and optimization

Requirements

• Prior experience in data reporting, analytical work, or another similar field
• Demonstrated skills in word processing, spreadsheets, and presentation software
• Microsoft Office proficiency
• Ability to manage and coordinate multiple initiatives simultaneously, including competing priorities
• Ability to identify customer needs through listening, probing questions, and applying knowledge
• Execution focus and results orientation
• Ability to translate strategy into specific goals, tactics, action plans, and deliverables
• Excellent verbal and written communication skills in English

Core Competencies

Demonstrates expertise in project support for Contact Center technology initiatives, with a strong focus on data analysis, reporting, and implementation testing. Proficient in managing multiple projects while ensuring effective communication and documentation.

Highest-signal resume keywords

• Data Reporting
• Analytical Skills
• Microsoft Office Proficiency
• Project Coordination
• Customer Needs Identification

ATS Optimization Keywords

Hard Skills

• Data Analysis
• Testing Plan Management
• Error Escalation
• ROI Measurement
• Version Control

Soft Skills

• Excellent Verbal Communication
• Excellent Written Communication
• Execution Focus
• Results Orientation
• Ability to Manage Competing Priorities

Industry Keywords

• Contact Center Technology
• Customer Experience
• Project Support
• Account Strategy
• Real-Time Reporting

Tools & Technologies

• PeopleSoft
• Word Processing Software
• Spreadsheet Software
• Presentation Software