Public Consulting Group - Augusta, ME
posted 3 months ago
Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S., all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in six Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. As an Operations Analyst 2, you will manage client customer service requests via email and telephone regarding PCG systems, time studies, cost reports, and related processes, responding in a timely and professional manner. You will produce monthly and quarterly reports based on systems data to meet client and team deliverables. Coordination with client contacts and the business team will be essential to collect roster data and perform monthly and quarterly system updates related to time study processes. Your role will involve analyzing monthly and quarterly time study results and responses in accordance with project procedures. Effective communication with clients and team members will be crucial to provide information and assistance relative to system support and client management. You will analyze system response data in a timely manner and provide analysis to project managers for review, facilitating timely feedback to clients to ensure quality future data. Recognizing opportunities to develop and document processes and procedures, including instruction sets, quality assurance test processes, and procedure manual maintenance, will also be part of your responsibilities. Additionally, you will perform ad hoc tasks related to various projects for a variety of project managers and staff. To succeed in this role, you must provide superior customer service support via phone and email, possess excellent verbal and written communication skills, and have strong analytical skills, including the ability to analyze and organize data. You should be able to manage your time effectively to meet deadlines and coordinate several ongoing assignments, working both independently and as part of a team. Troubleshooting customer and system issues and effectively presenting information to project managers, clients, and colleagues will be key aspects of your job.