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Operations Specialist

4 months ago

Minneapolis, United States Calabrio Full time

Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team Help us in reshaping the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change.

Introducing Calabrio – The trailblazers in customer experience intelligence Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

We are seeking an Operations Specialist to join our growing team. In this role you will will assist with the achievement of corporate goals and objectives by acting in a supporting role for all customer related issues within the Global Operations Department.   Your role will include:

  • Interfaces internally with all levels and departments in the organization to ensure that Calabrio’s customers’ needs are handled in a seamless and professional manner.
  • Support our users by creating a positive and engaging customer experience.
  • As your experience grows, you’ll take on more responsibility within your team and work in small teams to drive improvements in efficiency and customer experience.  

 

What you’ll be doing (Key Responsibilities): 

  • Process and handle requests supporting the Calabrio Professional Services & Support Services departments. 
  • Facilitate communication and engage internal teams to best serve Calabrio’s Customers/Partners as appropriate. 
  • Create, update, and maintain accurate information in CRM and Project Management systems. 
  • Act as “Queue Captain” by ensuring requests are assigned when needed to maintain SLA/SLO adherence. 
  • Review current documentation for improvement opportunities and required updates. 
  • Review current processes for improvement opportunities and updates. 
  • Partner with cross-functional teams to review and/or update processes and documentation. 
  • Participate in projects across the organization to implement or update tools and processes. 
  • Partner with teams across the organization for projects and strategic initiatives as assigned. 
  • Manage multiple tasks in a fast-paced, changing environment. 
  • Demonstrate self-leadership and prioritize tasks as items shift throughout the day. 
  • Maintain high visibility with customers and partners.  
  • Report directly to the manager or senior personnel.  
  • Work closely with all areas of the company; Team Managers, Escalation Managers, Directors, fellow team members, group leads and other employees and departments within the company. 
  • Other job functions and responsibilities will be defined by your direct supervisor/manager.  

 

Success Criteria: 

  • Strong verbal, written, and interpersonal communication skills to interact with team members, customers, partners, and other departments. 
  • Ability to work independently and as part of a team. 
  • Capacity to prioritize tasks and strong problem-solving skills. 
  • Ability to work under pressure. 
  • Strong leadership qualities to help colleagues, customers, and partners adhere to the defined process. 
  • Strong computer skills in word processing, creating spreadsheets, basic reports, and presentations. 
  • Strong attention to detail and excellent organizational skills. 
  • Ability to multi-task. 
  • Understanding of professional services/customer service and best practices. 
  • Background in software, with a project management/PMI certification.  

 

Requirements

  • 4-year degree in Business Administration with applicable career experience in a project-based environment. 
  • 2+ years in customer service/operations and/or project coordination 
  • Experience with Salesforce. 
  • 40-hour minimum work week. 
  • North America based, remote position availability. 
  • Hours available, Mon – Fri, 8am to 5pm US CST. 

Benefits

You've learned about what you'll be doing, here's what benefits you'll be getting when you join Calabrio:

·       Global team recognized for their passion for innovation.

·       Innovative product culture and project exposure.

·       Training and development from industry-leading experts.

·       Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement.

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity.  Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).  As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work

 

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. ​ Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 9 years in a row, a 2022 certified Great Place to Work UK, named one of BC’s Top Employers for 2023, and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal.   

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing recruiting3@calabrio.com. An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information. 

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