• Operations Analyst, Customer Service

    Posted Date 3 months ago(3 months ago)
    ID
    2018-2084
    # of Openings
    1
  • Overview

    We are currently seeking an experienced, dynamic and collaborative professional to serve as a Operations Analyst within our Shared Services team.  Reporting to the Senior Director of Customer Service you will:

    • work with the team to assist in the development of customer service strategies and operationalization of that strategy.

    This is an outstanding career opportunity for an individual interested in a genuine professional challenge in support of a public-spirited mission.

    Responsibilities

    Working in a creative and fast-paced environment, the Operations Analyst will play a key part in developing and implementing the customer service strategies by developing business and operational plans, reviewing outsource/insource call center performance, and ensure a consistent approach to people, process, data and systems.  Among others, your responsibilities will include the following:

    • Think strategically with experience in customer service focused operations.
    • Assess operations and recommend changes that lead to improved processes and operational efficiencies.
    • Analyze vendor performance on a daily, weekly, monthly and annual basis.
    • Interact with vendor day-to-day to manage performance, analyze staffing levels and ensure program goals and KPIs are being met.
    • Conduct calibration sessions to ensure contacts are not only being handled properly but exhibit the behaviors that lead to customer satisfaction.
    • Understand call center environments including operations, tools and reporting.
    • Connect and operate effectively with peers and other associates.
    • Other specific duties as assigned.

    About You

     

    The successful candidate will excel at operating in a diverse and fluid environment, and will be crucial for the success of the Shared Services Division.

    • You possess a Bachelor’s degree from an accredited university.
    • You have 3 to 4 years of experience performing duties similar to those listed above.
    • You have 3 to 4 years of experience with call center operations, customer service and/or project management.
    • You are able to identify and implement continuous process improvement.
    • You have strong problem solving and analytical abilities.
    • You are detail oriented and organized.
    • You have strong interpersonal skills.
    • You have excellent verbal and written communication skills.

    About USAC

    Through its administration of the $10 billion Universal Service Fund (USF) programs on behalf of the FCC, USAC works to promote the availability of quality services at just, reasonable and affordable rates and to increase access to advanced telecommunications services throughout the nation. Specifically, the USF programs provide funding for the expansion of telecommunications and broadband access to rural communities and health care facilities, schools and libraries across the country, and low income households. Through program administration, auditing, and outreach, USAC works with contributors, service providers, and program beneficiaries to achieve the program goals articulated by the FCC for each of these programs.

     

    The FCC has reformed the USF to support further investment in and access to evolving broadband infrastructure, making the programs a primary vehicle to support this critical national priority. USAC, as the administrator of the USF, plays a critical role in supporting the ambitious vision to ensure that all citizens in the United States have access to high-speed broadband. The organization has approximately 500 employees with an operating budget of more than $200 million. USAC works in close partnership with the FCC and other federal and state partners to support the achievement of the USF program goals.

     

    USAC administers the USF programs—High Cost, Lifeline, Rural Health Care, and Schools and Libraries. USAC strives to provide efficient, responsible stewardship of the programs, a key national asset in making important telecommunications and Internet services available to consumers, health care providers, schools, and libraries throughout the United States. The program divisions are supported by additional USAC personnel in Finance, General Counsel, Information Systems, Internal Audit, the Enterprise Program Management Office and Human Resources. Consistent with FCC rules, USAC does not make policy for or interpret unclear provisions of statutes or the FCC’s rules.

     

    Universal service is paid for by contributions from telecommunications carriers, including wireline and wireless companies, and interconnected Voice over Internet Protocol providers, including cable companies that provide voice service, based on an assessment of their interstate and international end- user revenues. These contributions are most typically passed through to consumers through a universal service fee line item on their telephone bills.

     

    Additional information on USF programs can be found at: http://www.usac.org/about/about/who-we- are/default.aspx

     

    USAC offers a comprehensive benefits package, ongoing professional development opportunities, including vacation and sick leave.

     

    USAC is an Equal Opportunity Employer. Only principals will be accepted. No agencies please.

     

    To apply, please submit a cover letter and resume, click the “Apply For This Job Online” button.

     

    USAC employees are passionate about our mission. Our work contributes to the success of all Americans. We’ve worked together to build a culture that is collaborative, ambitious, outcome-oriented, and feedback-focused.

     

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