Location: Irving, TX office (remote until office reopen at which point onsite will be required)
Duration: 9+ months
Essential Duties and Responsibilities:
50% Compile and analyze data trends and create reports and presentations to clearly and succinctly share the story for the group, including what SLAs are being made, which ones are not and why. Propose and drive changes based on the data.
Be very familiar with the data trends and be able to speak to them confidently in meetings. Read the detailed incidents to assist with the analysis when a more detailed manual deep dive is needed.
Be responsible for identifying and driving changes to the Service team, partner team or client to improve SLAs, improve efficiencies, reduce cost and ensure client satisfaction.
Liaison to the client sharing current trends, successes, areas of opportunity and plan to improve.
Works with customers, subcontractors, and internally to define and analyze problems
Based on review of reports, trends, quality issues, customer escalations, etc., this individual will prioritize and help drive improvement initiatives or corrective actions within the department and/or partner organizations
Perform business process and document analysis
Participates in weekly “calibration” sessions with the customer. The purpose is to ensure that organization, or its subcontractor, is fully aligned with the end customer’s service expectations. Additionally, this individual works with internal teams or subcontractors to address any service quality issues that arise.
Assist in managing the relationships between the company and customers and/or partner organizations and respond to questions and requests from internal and external users
Prepare and safeguard documentation (reports, plans, process flows, etc.)
Solve problems considering service process and environmental changes
Maintain awareness of and communicates new developments in service process improvement
Act as subject matter expert on systems and service processes
Other activities deemed necessary for successful delivery of services in accordance with contract(s)
Bachelor’s Degree Experience: 6+ years of experience with data analysis.
Prior project management, lead, or supervisory experience would also be helpful, specifically in the Service Operations Industry (such as Service Desk, Field Maintenance, Production Support)
Specialized Knowledge and Skills
Ability to work in multi-cultural as well as international/off-shore engagements
Skilled in service delivery metrics and measurement methods
Understanding of business process * Ability to resolve problems using internal processes and best industry standards
Highly knowledgeable with MS Excel, MS PowerPoint, SNOW and POWER BI
Excellent written and verbal communication. Able to get the point across clearly and briefly.
Twilio (SD phone system) knowledge and reporting is helpful.
We are recognized as a leader in the direct-hire and supplemental staffing industry while maintaining our core values of honesty, integrity and trust. We will pursue sound sales strategies in order to sell our services domestically and internationally through an adaptable and flexible first-class sales force. We will have employees that will strive to be trustworthy, friendly, and moral in all aspects of their life. Our management team will work to motivate, train, and stimulate our employees to offer superior recruiting services to our customers.
We’re all about people because God is all about people. One of the ways we express our love for Him is through our love for people, and we do that by helping each person who comes to Gateway grow in their relationship with the Lord.
It begins with our vision to see people saved, healed, set free, discipled, equipped, empowered, and serving. Everything we do revolves around those seven things. And it all starts with our weekend services. We meet in six locations across the Dallas/Fort Worth Metroplex, and you can even join us online if you aren’t in the area.