Project Administrator III

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: • 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. #prt123 166040-1