Operations Analyst (US hours) at MRI Software

POSITION SUMMARY:

• The Operations Analyst will facilitate scheduling needs of the department, ensuring resources are allocated according to the needs of the business. This will involve working with existing processes, managing several calendars simultaneously, integrating with several different departments, and incorporating the data into workable schedules. Long term goals can include working to identify areas of opportunity to increase process efficiency, assistance in developing more pro-active workflows, and participation in evaluating potential solutions.

RESPONSIBILITIES:

• Compile the new hire training calendar, scheduling new hires to their specific learning plans and confirming proper instructor coverage
• Partner with Certification Project Manager to coordinate training and assessment scheduling; in accordance with pre-defined cadence and requirements
• Create and maintain weekly phone availability scheduling for multiple teams, ensuring adequate coverage for each shift, cross-referencing with PTO, training, and other calendars as necessary
• Expand and refine existing scheduling tools
• Ensuring timely delivery of all data to reporting departments

PRE-REQUISITES:

• Minimum 2-3 years of Customer Service experience in a contact center, preferably within a software support role OR
• Minimum 1+ year experience leading a Customer Service team in a contact center, preferably with a software support focus
• Demonstrated ability to prioritize tasks with competing urgencies
• Proactive and self-directed work style
• Intermediate competency with Outlook, MS Teams, Excel, Office 365
• Excellent communication skills
• Extraordinary organizational skills; with adherence to strict deadlines
• Smartsheet, Amazon AWS Connect, VBA, PowerBI, and Looker Studio experience a plus
• We’re obsessed with making this the best job you’ve ever had!  
• We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group 
• Have confidence in your health with our offered Medical Aid Scheme.  
• Invest in our competitive Personal Pension plan and help set you up for your future. 
• Big on family? So are we! Here at MRI Software, we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).  
• Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
• Further your professional development with our Tuition Reimbursement Schemes  
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!