Program Analyst

RESPONSIBILITIES:
Kforce has a client that is seeking a Program Analyst in Orlando, FL.

Summary:
The Program Analyst will collaborate with key customers and stakeholders who will mostly be the Direct Marketing call center leaders, to gather and document contact management marketing business and system needs. They will translate needs into technical requirements for Interaction Scripter applications and will also follow up with leaders post deployment and ensure CMM scripts meet the needs and expectations of the call center leaders. The Program Analyst will learn key business objectives, timeframes and proactively identifying gaps/blockers associated with CMM projects.

A Program Analyst will need to maintain and update marketing application data to ensure continued programs are operating efficiently. Including but not limited to package/promotion changes, Email communications, and verbiage releases. This role will keep Direct Marketing call centers informed of continued and new marketing announcements from the contact management marketing team. Including but, not limited to creating and maintaining communication sites used by the Direct Marketing centers and supplying precise groups with detailed release material.

Essential Functions:
* Assisting with the business case
* Planning and monitoring
* Eliciting requirements
* Requirements organization
* Translating and simplifying requirements
* Requirements management and communication
* Requirements analysis
* Marketing systems analysis

REQUIREMENTS:
* Call center experience
* Project Management experience
* Must understand principles, processes, technologies and tools such as Microsoft SQL Server, Voice, and SharePoint
* Understanding of contact management marketing data and how it is incorporated into the Interaction Scripter applications
* Working knowledge of applications such as MS Office (Excel, Access, PowerPoint), MS SQL, Visio, SharePoint, Team Foundation Server, SalesForce.com and ability to learn technology quickly
* Thorough working knowledge of Direct Marketing's policies and procedures as well as client requirements, expectations, key performance indicators and reporting benchmarks
* Knowledge of call center business
* Strong MS Office skills in Word, PowerPoint, Excel, and Outlook
* Must adapt quickly to any changes in direct marketing processes, strategies and initiatives
* Attention to detail and process, follow-through, technical knowledge, ability to quickly learn and demonstrate multi-tasking capabilities and proven success in fast paced environment
* Analysis and logic skills
* Strong interpersonal skills in dealing with a diverse population
* High customer service orientation
* High level of integrity, honesty, and judgment
* Demonstrated multi-tasking capability and proven success in fast paced environment
* Strong attention to detail and desire to follow procedures
* Strong verbal and written communication skills
* Troubleshooting skills
* Ability to respect and ensure strict confidentiality of customer data

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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