Operations Associate

Submitted by jcohen on Mon, 08/15/2011 - 10:14

Responsibilities

Process Improvement and Development

  • Drive the efficiency for a rapidly growing inbound/outbound contact center taking over 20,000 monthly calls that comprising of leasing, customer service, and collections
  • Roll out new marketing and operational initiatives to cut cycle time, improve efficiency, or increase customer satisfaction
  • Develop project plans and scope of work. Coordinate the prioritization, development, testing and implementation for each project
  • Constantly identify areas of improvement in the process and suggest/implement improvements
  • Ability to diagnose, research, and resolve technical issues independently or as a part of a team

Analytical

  • Create, prepare, and edit daily, weekly, monthly analytics to drive good decision making
  • Use a data-backed approach to answer questions and trends
  • Run ad hoc projects/analysis to create strategic recommendations based on data analysis
  • Measures performance against process requirements, aligning improvement projects to close performance shortfalls

Managerial

  • Meet service level targets for all areas in the contact center through planning, hiring, scheduling, and quality control to deliver on our core values
  • Recruit, interview, hire and evaluate team members
  • Prepare reports for management defining problem, evaluation, and possible solution
  • Responsible for instructing, directing and monitoring the work of over 20+ contact center professionals. Evaluates and provides performance evaluation feedback to management

Qualifications / Minimum Skills to Apply

  • 4-year degree from top 50 university
  • 1 year minimum work experience in Fortune 500, successful start-up, consulting, or finance
  • Proven track record in Six Sigma, Lean, or other continuous improvement initiatives
  • Excellent written and oral communication skills
  • Demonstrate organizational and prioritization skills
  • An understanding of business process & application of technology in achieving business objectives
  • Leadership experience and maturity must be demonstrated
  • Proficiency with SQL preferred but not required; advanced Excel and handling data
  • Analytical skills, leadership skills, and hands-on implementation and execution skills
  • Demonstrated experience in working with broad cross-functional teams

Compensation and Benefits

  • $50K+, depending on experience
  • Profit sharing or company stock available once hired on full-time (young and dynamic executive team has proven track record of building successful start-up companies.)

*Please submit resumes, in a word.doc format along with your job application (click here to download) to: jobs@pangeaequity.com