• Operations Analyst

    Posted Date 2 weeks ago(7/3/2018 11:22 AM)
    Posting Location
    Mooresville, NC
    Req #
  • Overview


    Responsible for operating activities of one or more functional departments and/or branches. Develops, refines, and maintains plans, policies, and procedures for all operating activities. Identifies, prioritizes, and communicates all system and process issues that affect productivity and efficiency. Provides input and support for necessary improvements.

    Responsible for monitoring, managing, and driving to closure service call activities within contracted SLAs.


    Responsibilities: Duties may include, but are not limited to, creating or maintaining operation policies, return procedures, scheduling, quality assurance, billing, cost analysis, reporting, or inventory reconciliation,


    • Works on problems of moderate to complex scope where analysis of data requires evaluation of identifiable factors with no instruction on routine work and general instructions on new assignments.
    • Exercises judgement within generally defined practices and policies in selecting methods and techniques for obtaining solutions. May provide guidance to other non-exempt personnel.
    • Maintains department/branch plans, budgets, policies, or procedures.
    • Maintains all day to day operational support to existing and new accounts. Coordinates account operations across all functional departments.
    • May assist with the preparation of budgets; plan and justify expenditures to support current and future needs.
    • Prepares reports and records on department activities for management. Reviews and analyzes reports, records, and directives and confers with management to obtain necessary data required for planning activities.
    • May train junior staff as necessary. Other duties as assigned.
    • Daily interaction with the client as well as CompuCom support groups to ensure compliance on work items.
    • Participate in call once per two weeks with other Operations Analysts to review workload for balancing, and other improvement opportunities.
    • Responsible for overseeing backfill of technicians that are out due to vacation (planned) and sick (unplanned).
    • Ensure these changes in service technician are seen through successfully with the field technicians, managers, associates and customers.
    • Weekly quality check/data scrubbing of store visit data to ensure accuracy with notes kept by the Operations Analyst, accounting for any missed store visits.




    Required Skills: 

    • Strong communication, time management, and organizational skills. 
    • Ability to work on call rotation.  Availability to work time frame (in support of technicians on the west coast of the US).
    • Preferred Skills: Service Now.  Clarify.  Clear Vision.  Excel.  Experience creating or updating process documentation. (3-6 years )


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