Business Operations Specialist

4 weeks ago

Pasay, Philippines 2GO Group Inc. Full time

Job Description: The Business Operations Specialist is responsible for handling store and agent escalations, providing system and asset support, and coordinating with internal teams to resolve operational issues efficiently. This role ensures smooth day-to-day operations, timely resolution of concerns, and consistent service quality across all business channels. Duties and Responsibilities 1. Issues / Escalations Handle and resolve escalations from stores, agents, and internal teams in a timely and professional manner. Coordinate with relevant departments to investigate and address root causes of recurring issues. Monitor the escalation tracker and ensure all cases are logged, tracked, and closed within agreed timelines. Prepare and submit regular reports on escalation trends and resolution performance. 2. System Support Provide first-level support for system access, errors, or functionality concerns raised by stores or agents. Liaise with IT and system administrators for issue resolution or system enhancements. Monitor system performance and recommend improvements to enhance user experience and efficiency. 3. FedEx Shipment Concerns Track and monitor FedEx shipment statuses and ensure timely delivery or resolution of delayed shipments. Coordinate with the logistics and warehouse teams for lost, delayed, or damaged shipment cases. Communicate shipment updates and resolutions to concerned parties clearly and promptly. 4. Access Management Process and manage system access requests (account creation, modification, and deactivation). Ensure compliance with data privacy and security protocols in managing user access. Maintain updated records of all access logs and related documentation. 5. Asset Support Coordinate with the Admin and IT teams for asset requests, allocation, retrieval, and replacement. Ensure accurate tracking of company assets issued to employees, stores, and agents. Monitor asset inventory and report discrepancies or damages. 6. Process and Compliance Assurance Ensure all operational processes adhere to company policies and standard operating procedures (SOPs). Recommend process improvements to enhance operational efficiency and customer satisfaction. Support audits and ensure proper documentation of all business operations activities. Qualifications Bachelor’s degree in business administration, Operations Management, or a related field. At least 2–3 years of experience in operations, customer support, or escalation management. Strong problem-solving, communication, and coordination skills. Proficient in Microsoft Office applications Ability to multitask and manage multiple priorities in a fast-paced environment. Experience in logistics or retail operations (preferred). #J-18808-Ljbffr

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