Operations Administrator Job Description / Scorecard

Transcription

1 American Support Operations Job Description / Scorecard Overview & Responsibilities 1001 March 2011

2 Position Title: Department: Branch: Location: Reports To: Direct Reports: Consults With (Works With on a Regular Basis): Operations Operations General Operations Corporate Office in Phoenix, AZ or SVP, Operations Currently None. Consults with: Primarily: Operations, Data Analyst, SVP Operations and Help Desk ; Secondarily: Director Success Management, Director of Workforce Optimization, Dispatch Primarily works with: Operations, SVP Operations; Help Desk, Contact Center Leadership Overall Responsibility: Execution of operations initiatives across multiple platforms. Core Competencies: Does great work Term of Employment: Mission & Role Overview: Mission: Continual improvement of platforms through enhancements, integrations, process improvement while maintaining simplicity and appropriate documentation. Gets to the root of issues Self- motivated Organized Project Management skills Communicates clearly Displays a positive and friendly demeanour at all times Engaging and confident Technology Savvy Logical Creative Flexible Adapts quickly to an ever changing environment Believes in the Keep It Simple method At will employment; Full Time Position The mission of American Support is to help video, voice and data companies succeed by operating efficiently, consistently and with excellent customer service, making life better for our clients, employees, investors and families while supporting our country. The primary role of the Operations is to execute operations initiatives for client launches, client maintenance, and internal organizational operational enhancements and migrations while maintaining consistency from client to client and system to system. The Operations works daily with the Operations to ensure consistency, quality improvement, efficiency. Overview:

3 This position is primarily an internal facing role that provides support to the Operations through timely execution of Operations initiatives and system enhancement initiatives for American Support and its clients. The primary goal of each initiative is to maintain standardization across platforms to enhance productivity and quality. From time to time, client interfacing may be required. Role Responsibilities: Learning Objectives & Administration Ownership Schedule: Weeks 1-4: Google Apps Accounts & Functionality Weeks 5-8: LiveOps (Source of truth for FTE and Call Volume Data) Weeks 9-10: Instant Service & Chat Routing Weeks 11-12: Ning Online Community, efax, EchoSign Weeks 13-16: Monet (Source of truth for Work Force Analysis Data scheduling, adherence) Execution of Operations Initiatives: Daily - work assigned help desk tickets. Meet Help Desk SLA with 98% adherence, and 98% accuracy. Executes projects as outlined by SVP, Operations with a 98% on- time delivery rate. Communicates daily summary report to SVP, Operations for projects that are off- track and in danger of missing a due date via Clarizen Project Management tool. Provides weekly update to SVP, Operations for projects that are on- track via Clarizen project management tool. Assists SVP Operations in maintaining documentation on systems of primary responsibility and secondary responsibility. Tests functionality of 100% of initiatives prior to launch. Meets weekly with VP, Operations to prioritize projects and make adjustments as needed. Maintain company intranet. Manages Phoenix Corporate Office inventory. Serves as administrator to the systems listed in the System Administration Matrix below. Please note that we are a growing organization, systems may be added or removed to meet organizational needs. Recommends at least one approved system enhancements to SVP, Operations each month. Enhancements can include improved work flow, improved reporting capabilities, system integrations, etc. Note that system maintenance and enhancements are prioritized as follows: System Administration Matrix Primary Responsibility Secondary Responsibility Back UP LiveOps X Back up to Operations

4 Google Enhancements X Instant Service X Ning Online Community X Back up to Director Success Management Monet Work Force Management Application efax X EchoSign X Intranet X X Back up to Director WFM Help Desk X Back up to Help Desk Good Data X Back up to Help Desk Phoenix Corporate Office Inventory X ADDITIONAL NOTES Other Duties as assigned. This is a small company that experiences bursts of growth, roles will change over time to support the constantly changing business needs of the company. Qualifications (Necessary Skills & Experience Required): Qualifications: Associate s degree or equivalent work experience in computer science, information technology or application/software development. Required Skills: Demonstrated proficiency with Microsoft Windows, Microsoft Office (Word, Excel, Powerpoint), GoToMeeting, and a web collaboration tool such as Google Docs or Zoho Demonstrated ability to manage multiple projects, from conception to development to testing and deployment. Demonstrated ability to solve problems systematically, creatively, and simply. Able to learn new technologies quickly. Demonstrated willingness to keep technical skills and knowledge up- to- date. Proficiency with use of personal computers and office automation tools, especially MS Word, Excel and PowerPoint. Understanding of SQL, database concepts, programming concepts, web design concepts

5 Demonstrated ability to interact with all levels of the organization. Experience in the Following Areas is a Plus but Not Required: Call Center experience is preferred. Experience working with cloud based platforms and virtual teams. Proven experience with HTML, XML, Javscript and JQuery Work Environment: Physical Demands: Work requires frequent sitting and use of keyboard/computer. Work is subject to significant telephone contact and virtual meeting contact with other departments and client personnel. Working Conditions: Normal office environment with little or no exposure to adverse working conditions. Work may occasionally include travel, long hours, week- ends and holidays. Reviewed By: Click here to enter text. Date: Click here to enter a date. Approved By: Date: