Senior Associate, Care Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the planning of workforce management for phone teams while collaborating closely with vendors.

• Support forecasting, reporting, and communication with vendors.

• Utilize various tools, including AI, and platforms to enhance call efficiency and achieve financial KPIs.

• Receive and verify monthly invoices based on the hourly contributions of partners.

• Improve staffing plans across multiple teams and familiarize oneself with their specific KPIs.

• Create reports using reporting tools to enhance performance visibility.

• Ensure accountability from external vendors.

• Aid in informing strategic business decisions.

• Work alongside the Care Operations team and cross-functional partners.

• Play a role in the staffing strategy for frontline support, escalations, onboarding assistance, and retention.

⛳️ Requirements

• A bachelor's degree or equivalent practical experience demonstrating similar knowledge and capability.

• 1-3 years of professional experience in operations, strategy, or a closely related field.

• Proven history of achieving measurable results.

• Strong analytical skills.

• Comprehensive understanding of operations, including process optimization and project management.

• Strategic thinker with the ability to convert ideas into actionable plans.

• Practical experience with business intelligence tools such as Looker or Tableau.

• Familiarity with Salesforce Service Cloud or Playvox is advantageous but not mandatory.

• Experience in a dynamic environment, showing adaptability and readiness to take on multiple roles.

• Exceptional written and verbal communication skills.

• Proficiency in using AI tools for drafting, summarizing, analyzing data, and streamlining repetitive tasks.

• An interest in emerging technology and its application in operations.

• Legal authorization to work in the United States.

🏝️ Benefits

• Competitive year-end performance bonus.

• Comprehensive medical, dental, and vision package.

• Flexible vacation policy.

• Pet discount plans.

• Retirement plan with company match (401K).

• Optional travel to international call center locations.

• Opportunity to collaborate with motivated teammates on unique challenges.