Operations Services Specialist (Virtual)
- University of Phoenix
- Phoenix, AZ
- Full Time
- About 2 months ago
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General Information
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Description and Requirements
About Us
About the Position
An Operations Services Specialist supports the day-to-day operations of the University’s Operational Services and Optimization Team to ensure the delivery of high-quality service and support to our internal clients and to our students. An individual works closely and collaborates with all team members to optimize workflows, address operational challenges, and enhance the overall efficiency and effectiveness of the University’s support services operations.
WHAT YOU’LL DO:
1. Monitor and maintain workflows and processes related to area(s) of responsibility including but not limited to availability, shift adherence, dialer campaigns, and schedule updates to inform leadership decisions regarding staffing levels and student contact strategies.
2. Collaborate with all teams in the department to ensure alignment with broader business unit and University goals within the tasks performed.
3. Review and evaluate tickets, tasks, and/or requests received from business partners; prioritize and triage to ensure timely and accurate processing under the appropriate structure.
4. Maintain technical knowledge related to the business units supported by the Team to ensure the support services and technical support provided are appropriate and relevant.
5. Maintain and deliver standard and/or ad hoc reports required and/or requested by business partners to ensure they have timely, accurate and useful information to inform decision making and drive continuous improvement.
6. Audit student accounts, business processes, and exception-based reporting to identify trends and ensure compliance; recommend solutions for process improvement and participate in implementing approved solutions.
7. Balance multiple tasks while completing daily work activities within defined service level agreements.
8. Be available to work a range of shifts, including evenings and weekends.
9. Perform other duties as required or apparent.
NOTE: The Primary Accountabilities above are intended to describe the general content and requirements of the position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the Primary Accountabilities listed above. Specific goals or responsibilities will be documented in incumbents’ performance objectives as outlined by the incumbents’ immediate manager.
Supervisory Responsibilities
None
MINIMUM EDUCATION AND RELATED WORK EXPERIENCE:
- High school diploma or equivalent
- One (1) year of experience working in a contact center or operations role
ADDITIONAL QUALIFICATIONS:
- Bachelor’s degree in business, technology, management or a related field
- Strong analytical, critical thinking, audit, and problem-solving skills
- Self-initiative
- Comfortable with ambiguity
- Experience with MS Office applications
- Good written and verbal communication skills
- Able to work in a fast-paced environment
- Able to work in a team environment
- Able to learn new technology, applications, and systems
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As an Equal Opportunity employer, we particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.
The annual pay range for this position is $43,100 (minimum), $60,300 (midpoint), and $77,500 (maximum).*
The hourly pay rate range is $0.00 (minimum), $0.00 (midpoint), and $0 (maximum). The annualized amount, not including eligible overtime pay, is $43,100 (minimum), $60,300 (midpoint), and $77,500 (maximum).*
- Typical hiring range is between the minimum and midpoint of the above pay range. Actual starting base pay may vary based on factors such as education, experience, skills, location and budget.
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- Medical, dental and vision plans; Flexible Spending Accounts; Health Savings Accounts; Life and Disability insurance; and our Wellness incentive program;
- Competitive 401(k) employer match;
- Substantial tuition discount for you and eligible dependents; and,
- A generous time off package, including paid vacation, sick time and company holidays.*
- For more details around paid time off benefits, please click here.
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