Operations Analyst 2

Summary

Public Consulting Group is a public sector solutions implementation and operations improvement firm serving health, education, and human services agencies. The Operations Analyst 2 manages client support requests, coordinates system updates, analyzes time study and system response data, prepares reports, and documents operational processes.

Responsibilities

• Manages client customer service requests via email and telephone regarding PCG systems, time studies, cost reports, and related processes and respond in a timely and professional manner. Produces monthly and quarterly reports based on systems data to meet client and team deliverables
• Coordinates with client contacts and business team to collect roster data and perform monthly and quarterly system updates related to time study processes
• Analyzes monthly and quarter time study results and responses in accordance with project procedures
• Communicates effectively with clients and team members to provide information and assistance relative to system support and client management
• Analyzes system response data in a timely manner and provide analysis to project managers for review and facilitate timely feedback to clients to ensure quality future data
• Recognizes opportunities to develop and document processes and procedures including instruction sets, quality assurance test processes, and procedure manual maintenance
• Performs ad hoc tasks related to various projects for a variety of project managers and staff

Skills

• Ability to provide superior customer service support via phone and email
• Excellent verbal and written communication skills
• Analytical skills, including the ability to analyze and organize data
• Ability to manage time to meet deadlines and manage and coordinate several ongoing assignments
• Ability to work independently and with a team
• Ability to troubleshoot customer and system issues
• Ability to effectively present information and respond to questions from project managers, clients, and other colleagues
• 2-3 years working in office or corporate environment required; Experience with MS Office suite required
• Bachelor's degree or higher is preferred, preferably in business, business administration, accounting, social work, public policy, or other closely related fields
• Application, Call Center/Client Service Experience strongly desired

Qualifications

Must Haves

• Ability to provide superior customer service support via phone and email
• Excellent verbal and written communication skills
• Analytical skills, including the ability to analyze and organize data
• Ability to manage time to meet deadlines and manage and coordinate several ongoing assignments
• Ability to work independently and with a team
• Ability to troubleshoot customer and system issues
• Ability to effectively present information and respond to questions from project managers, clients, and other colleagues
• 2-3 years working in office or corporate environment required; Experience with MS Office suite required

Nice to Haves

• Bachelor's degree or higher is preferred, preferably in business, business administration, accounting, social work, public policy, or other closely related fields
• Application, Call Center/Client Service Experience strongly desired

Benefits

• Medical and dental care benefits
• 401k
• PTO
• Parental leave
• Bereavement leave