Operations Executive

3 days ago


Trenton, United States Way Service LTD Full time

We are seeking a BILINGUAL diligent and proactive Operations Executive to join our team, focusing on managing escalation calls, emails, and chats. This role will also involve quality audits, generating reports, and ensuring the overall efficiency of the service that is being provided to both our customers and vendors .

This is a remote role however you must live within 3 hours of Newark, NJ , or Jacksonville, FL as there may be a few times a year where we will require you to handle operations items on site at some of our vendors locations.

**Key Responsibilities:** - Handle escalated customer calls, emails, and chats efficiently and professionally. - Conduct quality audits to ensure adherence to operational standards and regulatory requirements. - Compile and analyze data to generate insightful reports for management and operational improvements. - Collaborate with cross-functional teams to address escalated issues and implement corrective actions. - Monitor operational processes to identify areas for improvement and streamline workflows. - Assist in training and onboarding new team members on escalation handling and quality standards. - Act as a point of contact for complex customer inquiries or issues that require escalation.

**Requirements:** - Proven experience in a similar operations role, preferably in a customer service or support environment. - Strong analytical skills with the ability to interpret data and trends. - Excellent communication skills, both written and verbal. - Ability to handle pressure and manage escalations effectively. - Detail-oriented with a focus on accuracy and quality. - Proficiency in using MS Office suite, particularly Excel and PowerPoint. - Experience with CRM software and ticketing systems is a plus. - Bachelor’s degree in Business Administration, Operations Management, or a related field is a plus.

**Note:** This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties may be added, deleted, or modified at any time at the discretion of management, formally or informally, either verbally or in writing.

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