Operations Analyst 2

$52,800 - $82,500/Yr

Public Consulting Group - Jefferson City, MO

Full-time - Mid Level

Remote - Jefferson City, MO

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Operations Analyst 2 position at Public Consulting Group (PCG) involves managing client customer service requests through email and telephone, specifically regarding PCG systems, time studies, cost reports, and related processes. The role requires timely and professional responses to client inquiries, as well as the production of monthly and quarterly reports based on systems data to meet both client and team deliverables. The analyst will coordinate with client contacts and the business team to collect roster data and perform necessary system updates related to time study processes on a monthly and quarterly basis. In addition to these responsibilities, the Operations Analyst will analyze monthly and quarterly time study results and responses in accordance with established project procedures. Effective communication with clients and team members is crucial, as the analyst will provide information and assistance related to system support and client management. The role also involves analyzing system response data promptly and providing analysis to project managers for review, ensuring timely feedback to clients to maintain the quality of future data. The position offers opportunities to develop and document processes and procedures, including creating instruction sets, quality assurance test processes, and maintaining procedure manuals. The analyst will also perform ad hoc tasks related to various projects for different project managers and staff, showcasing the need for flexibility and adaptability in the role.

Responsibilities

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

Requirements

• Bachelor's degree or higher is preferred, preferably in business, business administration, accounting, social work, public policy, or other closely related fields.
• 2-3 years working in an office or corporate environment required.
• Experience with MS Office suite required.
• Application, Call Center/Client Service Experience strongly desired.
• 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.

Benefits

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