Analyst, Contact Center Services

Requisition Number: 75338

Position Title:

External Description:

Role Summary

Responsible for change management within the contact center. Participates in initiatives, projects, and oversight activities to enhance the quality and efficiency of the contact center. Uses comprehensive knowledge of contact center operations to recommend process changes and improvements to managers.

Responsibilities

• Analyzes client and associate feedback to determine trends in the business and make recommendations on improvements.
• Oversees rollout of changes within the contact center through close partnership with platform enablement teams. Responsible for broad communication across all teams in the contact center.
• Responsible for developing department news and publishing information for all contact center associates. Partner with leadership to determine the priority of various communications.
• Participate in annual policy reviews as a subject matter expert and intent reviewer. 
• Participates in ad hoc projects driven by changes in the industry or the business. Lead testing efforts, identify risks, and document findings. Make approval recommendations to leadership.

Qualifications

Required:

• Bachelor's degree or the equivalent combination of education and relevant experience AND
• 2+ years of total relevant work experience

Preferred:

• Experience with Individual Investors contact center systems, including Salesforce, DocuSign, and TA Hub.
• Strong organization skills and demonstrated ability to meet deadlines.
• Excellent communication skills to effectively present findings and recommendations to stakeholders.

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to two days per week from home.

City:

State:

Community / Marketing Title: Analyst, Contact Center Services

Company Profile:

Location_formattedLocationLong: Maryland, US

CountryEEOText_Description: Commitment to Diversity, Equity, and Inclusion: We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day. Benefits: We invest in our people through a wide range of programs and benefits, including: • Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions • Flexible and remote work opportunities • Health care benefits (medical, dental, vision) • Tuition assistance • Wellness programs (fitness reimbursement, Employee Assistance Program) Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates’ well-being and addressing the needs of our clients, business, and communities is unwavering. T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.