Operations Analyst, Operations Excellence

JOIN YOUR PROHANA

Listed as one of Hawaii's Best Places to Work for over 17 years and Hawaii's Top 250 Businesses, at ProService our PROhana isn't just your co-workers, it's your community. Being a member of our PROhana means you'll be joining a team of other high performing individuals committed to and motivated by our core mission: Empowering Hawaii Employers to Succeed.

OPERATIONS ANALYST, OPERATIONAL EXCELLENCE

The Operations Analyst supports the Operational Excellence team by analyzing and optimizing operational processes, maintaining performance metrics, and assisting with the implementation of strategic initiatives. This role is crucial in enhancing the efficiency and effectiveness of the service organization, thereby ensuring that it remains agile, customer-focused, and capable of delivering exceptional service.

• Data Analysis and Reporting: Analyze operational data to identify trends and areas for improvement. Maintain and update performance dashboards that track efficiency, productivity, and service quality.
• Workflow Support: Assist in auditing and reworking existing workflows to maximize efficiency and customer value. Collaborate with different functions to ensure effective implementation and monitoring of SLAs.
• Continuous Improvement Initiatives: Participate in continuous improvement processes by contributing ideas, helping prioritize projects, and supporting the execution and measurement of these initiatives.
• Support Workforce Planning: Assist in the design and maintenance of a workforce planning framework. Help in automating and refining the process for client allocation across service teams.
• Project Assistance: Provide support in managing and executing strategic service initiatives, focusing on areas like process automation and service delivery improvements.
• Assist in Change Management: Support structured change management methodologies, help facilitate communication, provide training, and monitor transition processes to ensure smooth implementations.

The base compensation for this position is $68,000.00 to $83,000.00 annualized depending on experience and qualifications.

WHAT WE'D LIKE FOR YOU TO HAVE

• Database and Visualization: Proficiency with SQL and experience using database technologies such as Snowflake or SQL MS Server. Proficiency with visualization tools such as Tableau.
• Analytical Skills: Ability to analyze data, identify patterns, and provide actionable insights. Capable of translating complex data into understandable conclusions.
• Resourcefulness / Initiative: Proactive in contributing to projects and continuous improvement, with a knack for finding creative solutions to operational challenges.
• Organization / Planning: Strong organizational and planning skills, with the ability to manage multiple priorities efficiently.
• Customer Focus: Demonstrates understanding and empathy towards customer needs; focuses on delivering customer-centric solutions.
• Communication Skills: Strong communication skills, able to articulate ideas clearly and effectively engage with stakeholders.
• Adaptability: Flexible and willing to take on new responsibilities or shift priorities as the business evolves.

WHY YOU'LL LOVE PROSERVICE

• Our PROhana. Our employees and customers consistently express the best thing about ProService is our team. See for yourself and check out our Glassdoor reviews.
• A commitment to holistic well being. Generous employer contribution toward medical benefits, paid holidays
• Professional Growth & Development. We offer opportunities for continuing education and make new opportunities available internally first.
• At ProService, We Learn & We Play for Keeps. We hold ourselves to the highest standard and strive towards excellence. However, we know (from experience!) the road to excellence is paved with lessons learned and we give our PROhana the space to take on new challenges, to make mistakes and to learn from them! #LI-ONSITE