Operations Support Specialist

OPERATIONS SUPPORT SPECIALIST

The specialist will also serve as a backup resource for secondary tasks to ensure uninterrupted service delivery.

Key Responsibilities:

• Manage and process incoming text requests to ensure timely responses and updates.
• Monitor and maintain email queues, ensuring prompt and accurate handling of client or customer communications.
• Manage and balance daily queue assignments to optimize workflow and efficiency.
• Process and track OLM (Outlook List Management) communications to maintain proper documentation and follow-up.
• Ensure accurate handling of promise returns and maintain queue integrity across systems.
• Complete and submit required IDI (Internal Data Input or similar) reports accurately and on time.
• Audit and correct phone grade data or call classifications as needed.
• Conduct weekly quality control checks to ensure compliance with process standards.
• Support new business initiatives by assisting with onboarding tasks, data setup, or process documentation.

• Update and maintain performance dashboards or reporting tools.
• Provide backup coverage for email processing when required.
• Assist with creating and managing outbound dialer lists for campaigns or outreach efforts.

Qualifications:

• Education: High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Experience: 1–3 years in operations support, contact center administration, or business process coordination.

Skills:

• Strong organizational and multitasking abilities
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office (Excel, Outlook, etc.)
• Experience with CRM, ticketing, or queue management systems
• Attention to detail and data accuracy

Core Competencies:

• Process-oriented with strong analytical thinking
• Dependable and deadline-driven
• Team player with a proactive, problem-solving attitude
• Ability to adapt to changing priorities and workflows