Operations Specialist

Pour la version française de cette description de poste, veuillez consulter le lien suivant / For the French version of this job description, please refer to the following link:

• spécialiste des opérations

• →Work closely with our outsourced partners and internal Support  team to achieve world class operational standards.
• →Use Devs.ai or similar platform to design tools aimed at maximizing efficiency.
• →Monitor productivity by analyzing data, creating reports and presenting information to stakeholders. Having in-depth knowledge of Excel will be a massive asset.
• →Support exciting program launches, from project initiation (concept) to operational optimization (reality).
• →Contribute to strategic planning sessions with a view to increasing revenue and reducing costs.
• →Look into current forecasting and labor requirement processes and provide recommendations for cost effective resource management in line with budgets.
• →Analyze operational KPIs and provide deep analysis when necessary to test hypotheses that affect our understanding of programs and their delivery.
• →Work closely with the Quality team to drive work class technical customer support services.
• →Identify areas of improvement in Support Operations  processes and implement changes to enhance efficiency and effectiveness.
• →Provide expert-level support and guidance to customer support team members on Microsoft, Google and other cloud application-related issues.
• →Implement procedures to reduce escalations to Microsoft, Google, and other vendors by developing and maintaining a comprehensive technical knowledge base.

• Data-oriented – you make decisions based on insights you obtained both from structured and unstructured data.
• Quick-to-learn – you may be unfamiliar with some of the technologies we use, or with the market we operate in, and that’s okay. What matters is that you get up to speed fast.
• Collaborative – you are keen to learn from those around you, but you’re not afraid to ask questions and offer up your own opinion too.
• Proactive – not only do you complete projects as required, you go further to explore the possibilities of the given technology in order to enhance or improve the end product.
• Innovative - you like to approach things from a different perspective and are good at problem-solving.
• Adaptable – comfortable working in a fast-paced environment with shifting priorities, while ensuring all operational tasks are completed accurately and on time.
• Training & Coaching – you are able to identify coaching and training opportunities, create training materials, and deliver Train-the-Trainer (TTT) sessions.
• Resilient - Ensure operations continue smoothly by minimizing customer impact, regardless of the circumstances.
• Education - A bachelor's degree in Business Administration, Operations Management, Information Technology, or a related field would be an asset
• Experience - 
• 3-5 years of experience in Service Delivery, Operations Management, Customer Service, or a related area, with specific industry experience in providing advanced technical support for productivity suites and cloud apps.
• Familiarity with call center software, customer relationship management (CRM) systems, and other relevant technology.
• Acquainted with call center key performance indicators (KPIs) such as CSAT, NPS, FCR, AHT, and others.
• Experience with AI-powered support tools and LLM-based platforms — comfortable leveraging AI for troubleshooting, knowledge base management, and operational efficiency
• Experience supporting or contributing to a support consolidation, tooling migration, or process-standardization initiative is a distinct advantage.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

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