Operations Analyst 2

$52,800 - $82,500/Yr

Public Consulting Group - Indianapolis, IN

Full-time - Entry Level

Remote - Indianapolis, IN

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

Public Consulting Group LLC (PCG) is seeking a dedicated professional to manage client customer service requests related to PCG systems, time studies, cost reports, and associated processes. This role requires timely and professional responses to inquiries received via email and telephone. The successful candidate will be responsible for producing monthly and quarterly reports based on systems data to meet client and team deliverables. Additionally, the position involves coordinating with client contacts and the business team to collect roster data and perform necessary system updates related to time study processes. The role also includes analyzing monthly and quarterly time study results and responses in accordance with established project procedures. Effective communication with clients and team members is essential to provide information and assistance regarding system support and client management. The candidate will analyze system response data promptly and provide insights to project managers, facilitating timely feedback to clients to ensure the quality of future data. Moreover, the position offers opportunities to develop and document processes and procedures, including instruction sets, quality assurance test processes, and the maintenance of procedure manuals. The candidate will also perform ad hoc tasks related to various projects for different project managers and staff. This role requires a strong commitment to providing superior customer service support via phone and email, along with excellent verbal and written communication skills. Analytical skills are crucial for organizing and interpreting data effectively, and the ability to manage time efficiently to meet deadlines while coordinating multiple ongoing assignments is necessary. The candidate should be capable of working independently as well as collaboratively within a team, troubleshooting customer and system issues, and effectively presenting information to project managers, clients, and colleagues.

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 to ensure quality future data.
• 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