Operational Performance Specialist

2 weeks ago

Morris Plains, New Jersey, United States Weichert Full time
Operational Performance Specialist

Weichert Workforce Mobility is seeking an Operational Performance Specialist.

The Operational Performance Specialist is an integral part of the Operational Excellence team, tasked with the creation, evaluation, and dissemination of Key Performance Indicator (KPI) and Metric reporting for both internal and external stakeholders.

This role collaborates closely with the Performance Management Manager and other leadership figures to ensure that the Performance Management initiatives are in alignment with Weichert Workforce Mobility's overarching strategic objectives.

Key Responsibilities:

  • Generate KPI and Service Level Agreement (SLA) metric reports for Client Relations and Customer Experience leadership.
  • Prepare and sustain monthly Service Line and Segment Scorecards.
  • Provide trend analysis and forecasting for pertinent KPIs and SLAs.
  • Assist in the development of new metrics and tools through thorough research and testing.
  • Conduct audits and quality assessments of operational capacity management tools and reports.
  • Deliver timely data and ad hoc reports for Request for Proposal (RFP) submissions and client pricing strategies.
  • Collaborate with the Business Process Analysis team to formulate performance management plans that support Standard Operating Procedures (SOPs).
  • Perform additional duties as assigned.
Qualifications:

The ideal candidate will possess the following qualifications:
  • Bachelor's Degree (preferably in Information Systems or Computer Science) or relevant on-the-job experience.
  • Valid driver's license.
  • A minimum of three (3) years of experience in Performance Management, Quality Assurance, or Reporting.
  • Experience in the relocation industry is advantageous.
  • Strong analytical abilities with a knack for deriving meaningful insights.
  • Understanding of key performance indicators (KPIs) and methodologies for measuring success across various business domains.
  • Familiarity with the organization's operational processes and their relation to overall performance.
  • Excellent problem-solving capabilities, enthusiasm for technical challenges, and a commitment to learning and innovation.
  • Detail-oriented with proficiency in Microsoft Office suite (SharePoint, Teams, Excel, Word, PowerPoint); knowledge of Power BI is a plus.
  • Ability to work autonomously as well as in a collaborative team environment.
  • Strong verbal and written communication skills.
  • Capacity to cultivate and maintain strong professional relationships.
  • Adept at multitasking in a dynamic work environment.

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