We are seeking a dedicated Middle Project Administrator. In this role, the right candidate will be instrumental in running monitoring processes, handling agent queues, ensuring compliance with SLAs, KPIs, and performance standards, and achieving project targets.
The Middle Project Administrator is responsible for generating and interpreting daily reports, communicating objectives, and guaranteeing effective case management. You will provide valuable support and coaching to team members, improving the operational function and efficiency.
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Responsibilities
- Monitor multiple agent queues to ensure adherence to service-level agreements (SLAs) and performance metrics
- Manage the entire case life cycle from initiation to closure
- Ensure optimal case delivery by routing cases based on initial response SLA, priority, and support package
- Analyze cases to optimize handling and identify any gaps
- Reassign cases among agents as necessary to manage workloads
- Report incidents and irregularities to Team Leads or Team Managers
- Handle documentation and utilize project management tools effectively
- Coordinate handoffs to other sites and regions including creation of handoff reports
- Conduct regular meetings with Team Leaders and Team Managers for updates and alignment
- Provide coaching for optimal time and case management to agents
- Identify opportunities for key process improvements in the operation
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- 2+ years of experience in a role with similar responsibilities
- Proven track record of excellent consistent quality scores and strong familiarity with performance metrics
- Proficiency in Excel and Google Sheets
- Familiarity with ITSM structures; additional knowledge in ITIL is a big plus
- Deep understanding of internal procedures and the appropriate tools used within those procedures
- Advanced level of English, both spoken and written
- Background in cloud computing or similar technical fields
- Strong organizational and time-management skills
- Proven ability to adapt quickly to changes in a dynamic work environment
- Outstanding communication and decision-making skills
- Previous workforce management experience
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
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