Operations Analyst 2

$52,800 - $82,500/Yr

Public Consulting Group - Little Rock, AR

Full-time - Entry Level

Remote - Little Rock, AR

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 our 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 both client and team deliverables. This position is integral to ensuring that our clients receive the highest level of service and support, and it involves coordinating with client contacts and the business team to collect roster data and perform necessary system updates related to time study processes. In addition to managing client communications, the role involves analyzing monthly and quarterly time study results in accordance with established project procedures. Effective communication with clients and team members is essential, as the candidate will provide information and assistance related to system support and client management. The ability to analyze system response data promptly and provide insightful analysis to project managers is crucial for facilitating timely feedback to clients, ensuring the quality of future data submissions. The position also offers opportunities to develop and document processes and procedures, including creating instruction sets, quality assurance test processes, and maintaining procedure manuals. The candidate will perform various ad hoc tasks related to different projects, supporting a variety of project managers and staff. This role is designed for individuals who can provide superior customer service support, possess excellent verbal and written communication skills, and have strong analytical abilities to organize and interpret data effectively. The ability to manage time efficiently to meet deadlines while coordinating multiple ongoing assignments is essential. Candidates should be comfortable working both independently and as part of a team, with a knack for troubleshooting customer and system issues. Additionally, the ability to present information clearly and respond to inquiries from project managers, clients, and colleagues is vital.

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