Operations Specialist

3 weeks ago

Springfield Massachusetts, United States Blackhawk Network Full time
Overview:
The Operations Specialist for the Process Improvements team is responsible for research and coordination efforts to implement improvements to existing processes, conducts audits on current and past practices to identify and address gaps, is responsible for quality reporting and analysis related to return of investment, developing plans and programs to support continuous quality, optimization, and process improvements. An Operations Specialist for the Process Improvements team will plan and organize projects, establish an ongoing communication strategy for improvements and facilitate cross functional sessions to progress through tasks designed to mitigate risk, address satisfaction deficiencies, enhance platform capabilities and synergies and improve functionality to gain efficiencies for users within the customer service operations department. The Operations Specialist for the Process Improvements team is responsible for processing root cause analysis for usability points of failure and will make recommendations for solutions to platform IT, development, and owners to improve functionality within any platform within the customer service operations environment. The Operations Specialists for the Process Improvements team will be responsible for the driving of ideas and demands to ensure prioritization with the respective stakeholders are followed through to fruition and enhancement deploy. They will also be responsible to provide ongoing updates to business partners and following up with users regarding the products, platforms, and their associated processes to gauge satisfaction.

Responsibilities:
Works tasks for submitted ideas and assigned demands to identify feasibility and create user stories to support enhancement opportunities.

Contributes with information and analysis to the organizational strategic plans and process improvements.

Collaborates with cross functional teams to prioritize process improvement roadmaps.

Prepares reporting by collecting, analyzing, and summarizing data and trends related to impacts submitted for review.

Maintains professional and technical knowledge by tracking emerging trends, attending educational workshops, establishing personal networks, and benchmarking state-of-the-art practices.

Accomplishes departmental goals by accepting ownership for new process enhancements and different requests while exploring opportunities to add value to operational efficiency.

Qualifications:
Excellent verbal, written, and interpersonal communication skills.

Critical thinking / solution orientated.

Knowledgeable in Microsoft office suite.

Strong multitasking skills

Self-motivated, attention to detail and well organized

Solid time management skills

Process improvement oriented

Problem-solving skills

Must work well with a team or in a single frame capacity.

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