Operations Expert

Operations Expert

Requirements

• Requires HS diploma or equivalent and a minimum of 5 years related experience and a minimum of 3 years of experience and expertise with company relevant automated processing systems; or any combination of education and experience which would provide an equivalent background.

Responsibilities

• Participate in weekday night and weekend shift rotation completing all required tasks such as reports, queue monitoring, and associate assistance.
• Serves as a first line resource for operation associates for workflow and technical related processes.
• Encourages a teamwork environment and monitors inventory to ensure workflow remains uninterrupted.
• Monitors workflow where applicable.
• Manages complex case research and resolution; including test, supervisor and electronic inquiries.
• Reviews, interprets and maintains records of service level, quality, accuracy, productivity and attendance records.
• Reviews department policy and procedure manuals for accuracy.
• Works with training department to ensure procedures and policies are accurate and complete.
• Provides operational training; assists associates by answering day-to-day technical and operational questions.
• Conduct audits and coaching sessions (non-corrective) to develop team skills.
• Facilitate new hire onboarding to ensure smooth integration.

Preferred Qualifications

• Strong oral, written, and interpersonal communication skills.
• Excellent problem-solving and facilitation skills.
• Proficient analytical abilities to assess and improve operational processes.