operations admin (GBS)
job description.
RiseSmart, Inc. has brought innovation in technology and services to the career mobility space while making a lasting impact on a person’s life during a career transition. Join our dynamic team as an Operations Administrator, where you will be a front-line resource to our participants and internal service delivery staff.
about the job
As operations administrator you will be the go-to resource for operations in the areas of participant satisfaction, ticket management, program support, workflow improvement suggestions, and general support of delivery service. Candidate must have strong written and verbal command of English language and be able to work US business hours. This is a customer-facing role.
what you will do
... - Learn and become fluent with our platform and operating metrics to confirm service standards are met and exceeded
- Be a great listener, be able to ask probing questions, be able to understand concerns, and be able to overcome objections in an effort to help clients understand RiseSmart’s value
- Candidate must have strong command of written and verbal English language
- Manage user communication and follow up to support program service questions and usage
- Oversee and coordinate the delivery contractor lifecycle processes, including onboarding and offboarding, as well as assignment updates
- Generate, analyze, and summarize reports to provide actionable insights and inform decision-making for stakeholders
- Triage participant survey responses and adjust programs when necessary
- Partner with Team managers to ensure an excellent participant experience
- Leverage technical and product knowledge to troubleshoot any issues
- Conduct ad hoc projects for ongoing operational needs as necessary
- Conduct outbound outreach via email to customers (as needed)
- Work cross-functionally to understand customer eligibility requirements and rules
- Ability to handle a large volume of clients and prioritize projects as needs change
- Provide excellent customer service by answering inquiries, determining requirements, resolving problems, and fulfilling requests
skills you will need
- 2-5 years of experience in a customer support/service role; Staffing, Human Resources, or Outplacement industry experience is a plus
- Strong communication skills, including a pleasant phone manner and excellent listening skills
- Technically proficient with:
- Strong knowledge of ticket support systems (Zendesk)
- Strong Google Suite knowledge
- Hubspot, EzText, ability to easily learn new technologies
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
- Detail-oriented, with strong organizational and documentation skills
- Flexible, adaptable, easily handle quickly changing priorities; able to work well with ambiguity and have a sense of urgency
- Knowledge of business operations
- A proactive approach to identifying issues and providing recommendations
- Self-starter, comfortable in a home office, and have the ability to be able to multi-task and be functionally productive and efficient while working across teams
- Service and solutions-oriented attitude, ‘helping’ is your middle name
about randstad risesmart
At Randstad RiseSmart, our vision is to shape the world of work. We are a leading talent mobility provider and part of Randstad N.V., a €23.8 billion global provider of flexible work and human resources services that helps more than two million candidates find meaningful work every year. Our outplacement, career development, redeployment, and contemporary Tech & Touch solutions strengthen employer brands, improve retention, and re-engage talent. Every day, we enable impacted employees to find fulfilling work, and we give our Fortune 1000 customers the peace of mind that comes from knowing that they are working with a compassionate, contemporary, outcome-driven team. Our innovative technology has helped us grow to become the nation’s fastest-growing outplacement provider. Our expert coaching and professional branding teams have successful track records of empowering careers. And, ultimately our results speak for themselves: we have received enormous industry recognition, including Gartner’s “Most Innovative Company,” the “Nation’s Best and Brightest Companies to Work For,” Fortune’s “100 Best Companies for Women,” and Deloitte “Fast 500” – recognized as one of North America’s fastest growing technology companies. To learn more, visit www.randstadrisesmart.com.
what’s in it for you?
- Competitive compensation
- Excellent work environment with an award-winning culture, Best Places to Work, Great Rated, Fortune’s “100 Best Companies for Women,” and check out our Glassdoor Rating of 4.0!
- Opportunity to grow and contribute to Randstad RiseSmart's continued success in a highly visible role
Randstad RiseSmart is proud to be an equal opportunity employer.
SPOC: aishwarya.c@randstad.in