About the Role
We are seeking an Operations Associate to join our team and play a vital role in ensuring our operations run smoothly. This dynamic position involves a range of operational responsibilities, including attendance compliance, time management, scheduling, and onboarding, all aimed at maintaining service level agreements (SLAs) that enhance our customer experience and team efficiency. This is an exciting opportunity for someone who thrives in a fast-paced environment.
You’ll work closely with various departments to coordinate schedules, manage grievances, and support product launches, helping to make US Mobile a top destination for talent and a leader in customer experience.
Key Responsibilities
Operational Oversight:
Manage day-to-day operations to ensure seamless workflows across departments.
Scheduling Management:
Coordinate department-wide shifts, ensuring full coverage for compliance, chargeback, activations, and customer interactions (chats, emails, voice, onboarding).
Assign shifts while maintaining optimum efficiency to meet operational demands.
Grievance Handling:
Address sensitive personal and family matters with confidentiality and appropriate adjustments.
Product Launch Coordination:
Ensure team readiness and timing for product or service launches.
Extra Shift Allocation:
Organize and allocate extra shifts fairly among team members.
Equipment Oversight:
Manage the assignment, tracking, and maintenance of company laptops and equipment.
Shift Swap Documentation:
Ensure all valid shift swaps between PEAs are documented, involving floor managers and People Strategy team as needed.
Requirement for New Hires:
Calculating need for new hires according to load and resignations and then sending it to People Strategy team.
Oversee the onboarding and training of new hires for a smooth transition to the team.
Data Management:
Maintain and update team data for efficient resource utilization and operational feedback.
Efficiency Improvement:
Identify and resolve inefficiencies to ensure smooth daily operations (e.g., late arrivals, shrinkage).
Culture Compliance:
Promote and enforce adherence to company culture and policies.
Requirements
Education & Experience:
Bachelor’s degree in Business Administration, Operations Management, or a related field, with 2+ years of experience in operations or related roles.
Operational Knowledge:
This role involves resource management to align employees with expected load, by addressing bottlenecks like response delays and agents' tardiness. You should understand policies on leave, overtime, and breaks to ensure compliance. Additionally, you must develop effective solutions for crises, such as heavy rain or internet outages, to maintain smooth operations.
Analytical Skills:
Proficient in data tracking and analysis; ability to interpret metrics to drive decisions and improvements. Strong understanding of Excel and formulas.
Communication & Interpersonal Skills:
Excellent relationship-building skills with a customer-service mindset for both internal and external stakeholders.
Adaptability & Problem-Solving:
Skilled at navigating a fast-paced environment with the flexibility to manage multiple responsibilities and resolve issues effectively.
Tech-Savvy:
Familiarity with operational software and tools for tracking and reporting.
What US Mobile Offers
Comprehensive Health Coverage: Medical plans to keep you and your family covered.
Free Meals & Drinks: Enjoy complimentary food and beverages to keep you energized.
Relocation Support: We assist with relocation for the right candidate.
Vibrant Startup Culture: Work in an agile, innovative, and supportive environment that encourages growth and flexibility. We deeply care about our customers and employees alike.