
Global Operations Assistant
2 days ago
Transforming children's lives is a challenging yet rewarding endeavor.
About the RoleThis position involves providing technical support, monitoring service-level agreements (SLAs), and analyzing performance metrics to ensure optimal services are delivered to clients. The role requires collaboration with internal stakeholders to review and improve processes.
Key Responsibilities:- Technical CRM Support (45%):
- Provide fundamental support for all services and processes.
- Ensure data accuracy, completeness, and timeliness of transactions processed.
- Maintain defined Key Performance Indicators (KPIs) such as productivity, effectiveness, efficiency, and business output.
- General Support of Business Processes and Services (30%):
- Support other business services with basic expertise.
- Analyze problems using critical thinking.
- Operational SLA Compliance, Reporting, and Metrics (10%):
- Comply with operational SLAs agreed with customers to achieve process, team, and individual performance.
- Meet agreed SLAs.
- C-SAT (Customer Satisfaction) and NPS (Net Promoter Score) (10%):
- Comply with goals agreed within the department to achieve process, team, and individual performance on customer satisfaction and net promoter score.
- Apply customer service standards and collaborate to achieve or surpass C-SAT and NPS results.
- Project Support and AD-hoc Duties (5%):
- Provide support for out-of-scope services, project manage, and develop solutions and recommendations.
- Respond to out-of-scope services requests in areas like training and testing.
- Develop materials and documents required to perform out-of-scope services.
The ideal candidate will need to be flexible with their work schedule, particularly during peak hours.
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