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Project Analyst

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The Business Project Analyst will provide the Call Center support for daily tasks and functions related to Call Center Systems and Adoption initiatives. Will oversee the reporting, lead management data, monitoring and tracking of project adoption activities. Ensures proper analysis, timely delivery, communication, and risk management.


Essential Job Functions may include:

  • Responsible for monitoring various data streams of intelligence on adoption of systems rolled out to users. Gathering necessary information and/or data to provide analysis for call center/sales needs. Must be able to identify and expedite issues through the proper channels
  • Review trends and discrepancies in Sales Related data results to help better improve our approach to employee adoption and use of technology
  • Monitor Call Recordings and Live agent observations – Gather baseline data prior to pilots or during roll out of initiative. Ensure that all calls are reflecting the true call result desired, and relay any discrepancies  
  • Provides analytical support for special projects: Including Outbound Campaign KPI monitoring and individual performance-based reports
  • Work with key departments to ensure all functions within the Call Center are operating; Identify these key departments based on the problem/issue to ensure proper resolutions
  • Training of other resources (Sales, Operations, etc.) on lead management and other systems
  • Identify necessary changes to project schedules and maintain accurate change control
  • Gather and organize project requirements and data to meet business needs
  • Store and share project related documents and artifacts
  • Facilitate project communication within the team and with internal and external stakeholders.
  • Assist in developing written processes, procedures and flow charts to support department activities
  • Work to ensure that the project schedules are integrated and aligned.                  
  • Scribe notes at project meetings; annotating and finalizing and managing multiple sets of notes.
  • Create and distribute minutes and document the resolution of action items.                             


Other Related Duties:   

Performs other related duties as assigned.


Supervisory Responsibilities:

This position has no supervisory responsibilities.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Proficiency with Microsoft Office Excel, Power Point, Tableau, Business Objects
  • Skills in complex problem solving, judgment, critical thinking and decision making
  • Ability to be highly organized with an emphasis on accuracy and timeliness
  • Ability to organize information and have attention to detail and accurately follow procedures and document information
  • Ability to QC your own work  
  • Performs any other related duties as required or assigned


Education and/or Experience:

  • BA/BS in business or a related field
  • Prior mortgage experience a plus


Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


Personal/Organizational Contacts:

Little or no contact with others. Purpose of contact is to provide and/or receive routine information or documents


Customer Service Relationships:

Requires normal courteous interaction and basic interpersonal skills and tact to communicate with others. Forwards non-routine inquiries or requests to appropriate individual and/or department.


Work Complexity:

Tasks are multiple and focus more on single processes. Work is sometimes standardized and sometimes varied.


Independent Judgement/Problem Solving:

Performs duties within scope of general Company policies, procedures and objectives. Analyzes problems and performs needs assessments. Uses judgment in adapting broad guidelines to achieve desired result. Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures and practices. Refers exceptions to policy and procedures to the supervisor.


Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.


Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.


Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.


Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.