Operations Support Specialist

2 weeks ago


Belfast, United Kingdom Concentrix Full time

Job Title:
Operations Support Specialist

**Job Description**:
The Operations Support Specialist is a cross-functional role that supports the Delivery team with matters concerning WFM, RTA, training, reporting and business controls
**Job Purpose**:
The Operations Support Specialist is a cross-functional role that supports the Delivery team with matters concerning WFM, RTA, training, reporting and business controls

**Key Responsibilities**:
**Role Specific**:
**_ WFM_**
- Responsible for the WFM within the account
- Responsible for preparing, updating and approving schedules
- POC for the client WFM representatives
- Responsible for the attendance tracking - manual trackers, attendance tools etc.

**_ RTA_**
- Responsible for the RTA at the account
- Responsible for the account members time adherence and log-in/log-out activities
- Responsible for scheduling and fallow up on the progress completion of the internal Concentrix training activities within the assigned account
- Provide Floor support, face to face meetings and one to one coaching sessions related to the real time attendance, break adherence, work force management, etc.
- Supporting management team and participating in projects that aim to boost department's efficiency in terms of reporting/scheduling and RTA
- Achieve the role specific KPIs /Key Performance Indicators/ additionally given by the Account Manager

**_ Reporting_**
- Provides/reports metrics as required;
- Proactively tries to improve reporting system;
- Pull up from the respective tools on a daily / weekly / monthly / quarterly basis reports in relation to team performance

**_ Business Controls_**
- Focal point for business controls in within the department;
- Responsible for company compliance testing;
- Working with sensitive personal information (SPI) and sensitive business information (SBI);
- Performs additional tasks according to business needs

**Requirements**:
**Education**
- University Degree

**Working experience**
- Experience within the environment of customer relationship management

**Language skills**
- Fluent level of English, both written and verbal

**PC skills**

**Personal skills**
- Flexible with the ability to manage a demanding and changing workload
- Excellent communication, presentation and time management skills
- Self-driven and motivated.
- Innovative and initiative individual.
- Ability to work in a team and independently

**Location**:
GBR Belfast - Maysfield

Language Requirements:
Time Type:
Full time
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