Operations Associate

About the Role
We are seeking an Operations Associate to join our team and play a vital role in ensuring our operations run smoothly. This dynamic position involves a range of operational responsibilities, including attendance compliance, time management, scheduling, and onboarding, all aimed at maintaining service level agreements (SLAs) that enhance our customer experience and team efficiency. This is an exciting opportunity for someone who thrives in a fast-paced environment.
You'll work closely with various departments to coordinate schedules, manage grievances, and support product launches, helping to make US Mobile a top destination for talent and a leader in customer experience.
Key Responsibilities
Operational Oversight & Efficiency Improvement: Manage daily operations to ensure smooth workflows across teams while proactively identifying and resolving inefficiencies such as late arrivals, response delays, and shrinkage. Promote and enforce adherence to company culture, ensuring professionalism, accountability, and alignment with organizational values.
Workforce Management & Scheduling: Coordinate department-wide shift assignments, ensuring full coverage for compliance, chargebacks, activations, and customer interactions (chats, emails, voice, onboarding etc). Optimize shift planning to balance workload efficiency while fairly allocating extra shifts and managing real-time adherence.
Attendance, Leave & Grievance Handling: Track attendance, leaves, and overtime while ensuring compliance with scheduling policies. Address attendance-related grievances, enforce policies, and handle personal or family-related concerns with confidentiality.
Onboarding, Hiring & Resource Planning: Assess staffing needs based on workload trends and resignations, then coordinate with Recruitment to fulfill hiring requirements. Oversee new hire onboarding, including orientation and smooth integration into the team. Manage shift swaps with proper documentation while ensuring new employees have access to necessary resources, such as equipment and team support.
Product Launch Coordination & Compliance: Ensure team readiness for product and service launches by aligning schedules, optimizing resources, and maintaining operational flexibility. Foster a culture of compliance, ensuring all policies and performance expectations are met.
Equipment & Data Management: Oversee the assignment, tracking, and maintenance of company laptops and equipment. Maintain and update team data to ensure accurate record-keeping, resource utilization, and performance insights for continuous improvement.
Extra Duty Allowance (EDA) & Reporting: Track and manage Extra Duty Allowances while generating workforce efficiency reports to support data-driven decision-making. Collaborate with department leads to optimize staffing, improve shift performance, and enhance overall operational effectiveness.

Requirements
Education & Experience:  Bachelor's degree in Business Administration, Operations Management, or a related field, with 2+ years of experience in operations or related roles.
Operational Knowledge:  This role involves resource management to align employees with expected load, by addressing bottlenecks like response delays and agents' tardiness. You should understand policies on leave, overtime, and breaks to ensure compliance. Additionally, you must develop effective solutions for crises, such as heavy rain or internet outages, to maintain smooth operations.
Analytical Skills:  Proficient in data tracking and analysis; ability to interpret metrics to drive decisions and improvements. Strong understanding of Excel and formulas.
Communication & Interpersonal Skills: Excellent relationship-building skills with a customer-service mindset for both internal and external stakeholders.
Adaptability & Problem-Solving:  Skilled at navigating a fast-paced environment with the flexibility to manage multiple responsibilities and resolve issues effectively.
Tech-Savvy:  Familiarity with operational software and tools for tracking and reporting.
What US Mobile Offers
Comprehensive Health Coverage: Medical plans to keep you and your family covered.
Free Meals & Drinks: Enjoy complimentary food and beverages to keep you energized.
Relocation Support: We assist with relocation for the right candidate.
Vibrant Startup Culture: Work in an agile, innovative, and supportive environment that encourages growth and flexibility. We deeply care about our customers and employees alike.
Join US Mobile to help shape an organization that values operational excellence at its core.
If you're passionate about operations and excited about making a meaningful impact, we'd love to hear from you Apply Now and be part of a team that's redefining customer experience and workplace culture at US Mobile. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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