Overview
Remote
Hybrid
Depends on Experience
Contract - W2
No Travel Required
Skills
Analytical Skill
Communication
Critical Thinking
Data Analysis
Business Process
Effective Communication
KPI
Microsoft Excel
Presentations
Project Scheduling
Budget
Reporting
Administrative Tasks
Technology Integration
Process Improvement
Performance Monitoring
Program Support
Salesforce
Job Details
Title: Project Administrator III
Location: Philadelphia, PA (remote)
Type: Contract
Our client is seeking a Project Administrator III who will plan and coordinate project scheduling, budgeting, and administrative tasks. This role requires strong analytical, critical thinking, communication, and presentation skills.
This is a remote position, with occasional in-person requirements throughout the year.
Key Accountabilities:
Required Skills:
Location: Philadelphia, PA (remote)
Type: Contract
Our client is seeking a Project Administrator III who will plan and coordinate project scheduling, budgeting, and administrative tasks. This role requires strong analytical, critical thinking, communication, and presentation skills.
This is a remote position, with occasional in-person requirements throughout the year.
Key Accountabilities:
- Works with cross-functional teams that encompasses representation from all divisions to understand current challenges.
- Works to define current processes which will help enhance the customer escalation experience.
- Effectively monitors over 200+ case types, partnering with fix agent leaders within the Enterprise Case platform.
- Focuses on reducing case volumes, improving service levels, and optimizing case disposition resolutions while identifying any additional gaps through data analysis.
- Program support:
- Assists in the management and oversight of the case management program, ensuring alignment with organizational goals and objectives.
- Supports the development and implementation of strategies to improve case management processes and outcomes.
- Performance monitoring / reporting:
- Tracks and reports on key performance indicators (KPIs) such as ticket volumes, SLA compliance, RTS & ticket dispositioning. Report sequence / stakeholders TBD.
- Monitors and analyzes data to identify patterns, trends, and opportunities for efficiency gains.
- Data analysis:
- Conducts in-depth analysis of ticket volumes, SLA compliance, FCR rates, RTS (AHT), and case dispositions to identify trends and areas for improvement.
- Provides insights and recommendations based on data analysis to enhance program efficiency.
- Process improvement:
- Assists in evaluating and refining case management processes to enhance efficiency and effectiveness.
- Implements best practices and innovative solutions to streamline workflows.
- Technology integration:
- Utilizes technology to optimize case management processes and efficiencies by collaborating with development teams. Offers recommendations as appropriate.
- Provides support in QA testing to ensure all requirements are met as intended.
- Works with moderate guidance in own area of knowledge.
- Stakeholder communication:
- Maintains clear and effective communication with stakeholders, including senior management.
- Provides regular updates on program performance and progress.
Required Skills:
- Requires a bachelor's degree in a related area.
- At least 8-10 years of experience in the field or in a related area.
- Must have Salesforce skills.
- Experience with ServiceNow / Power BI / Tableau is preferred.
- Proficiency in data analysis tools (e.g., Excel, Smartsheet).
- Strong analytical and critical thinking skills.
- Ability to interpret and present data effectively.
- Excellent communication skills, both written and verbal.
- Knowledge of business processes and operations.
166040-1
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