Operations Analyst

It takes talent to be the world's best not-for-profit educational organization for adults. When it comes to creating educational travel adventures enriching lives and fulfilling the dreams of adults, there's no organization better than Road Scholar. What's our secret?  Dedicated and talented staff believing in our mission. To this end, our Participant Services department is looking for an Operations Analyst to help analyze advisor performance and optimize results.

About the role...

The Operations Analyst is responsible for creating and facilitating Participant Services agent performance reporting and will gather, interpret, and use data to develop actionable steps that will improve processes and optimize results. Utilizing data to tell a story, The Operations Analyst will make recommendations for improving performance. With a focus on increasing efficiency with inbound/outbound contacts with a focus on Exceptional Service.

Road Scholar offers a remote-first work environment. The compensation range for this exempt level salaried position is $60,000 - $65,000.   

You will...

• Develop new, and facilitate existing reports on daily, weekly and monthly contact center metrics and customer access points
• Provide thoughtful analysis on all access points and recommend appropriate action
• Publish dashboards with key performance indicators to the appropriate stakeholders
• Deliver monthly advisor metrics with accuracy and confidentiality within prescribed deadlines
• Gain an understanding of the technical and business solutions available to increase efficiency
• Maintain and implement improvements based on user feedback on all contact center reporting
• Partners with Contact Center leadership to identify reporting opportunities based on trends
• Continually identifies opportunities for process improvement, makes recommendations based on data analysis, and identifies situations to enhance service and participant retention; Measures impact of their development efforts
• Assists Training Manager with conducting UAT testing for Web Development team, IT, and other departments
• Learn and retain knowledge of company processes/procedures while ensuring the consistent explanation of standard operating procedures
• Assist Participant Services with other items not mentioned above

You need...

• 1-3 years experience in analyzing large quantities of data
• 1-3 years Advanced Excel Skills
• 1-3 years relevant experience with reporting and query tools such as Microstrategy, Tableau
• 4 Year / Bachelor’s Degree preferred and/or comparable work experience
• Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure
• Experience working with large data sets and disparate sources
• Demonstrated ability to complete work independently with careful attention to detail and follow-up
• Ability to self-monitor and complete projects on time; can deal effectively with unexpected demands; flexible
• Polished, professional verbal and written communication skills
• Excellent organizational and problem-solving skills, ability to retain, organize and access large amounts of information
• Ability to prioritize workload in order to meet deadlines, work independently and handle multiple tasks, details, time constraints and interruptions.
• Ability to work in a team setting
• Must have the ability to work from home with an internet connection and direct connect via Ethernet cable

Why join the Road Scholar Team...

We offer competitive compensation and excellent benefits:

• Medical, Dental and Vision Insurance
• 20 days PTO annually 
• Paid shutdown between Christmas and New Years!
• Ability to work remote! 
• Paid Holidays (14)
• Retirement Plan with a company match up to 5%
• Identity Protection
• Unlimited On-line Training thru Linkedinlearning.com

• Learn more at https://www.roadscholar.org/careers/

For serious consideration, please submit a cover letter with your resume telling us why you are interested in the position.

Road Scholar supports diversity in our staff, participants and programs. An Equal Opportunity Employer Road Scholar values and supports individual differences and strives to create an environment that contributes to the success of both the individual and the organization. As an Equal Opportunity Employer, we consider applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, pregnancy, illness, marital or veteran status or disability or any other status protected by applicable law.

At Road Scholar, we are committed to cybersecurity and to providing a safe experience for job seekers. All official communication regarding employment opportunities will come exclusively via email from the official Road Scholar domain or from our applicant tracking system URL recruiting.ultipro.com. We never conduct interviews through texting applications or instant messaging platforms. If you receive an employment offer or other correspondence from an individual at Road Scholar you have not met, or from a non-Road Scholar email domain, it may be a phishing attempt.