Manager Operations Support

First Student

About The Position

The Manager of Operations Support will manage the day-to-day responsibilities and process of the Operations Support team. They will train, support, and provide guidance to Operations Support Analysts. They will manage support of internal customer tools and ensure data and service accountability. Ensure First Student is the industry leader in leveraging technology to create operational efficiencies while providing best in class customer offerings.

Requirements

4-year degree or equivalent work experience
Prior Managerial experience
Strong leadership skills required
Very strong analytical skills required with proven ability to break complex problems into simple components, demonstrated ability to effectively and enthusiastically lead change, demonstrated ability to manage conflict
Excellent communication skills required

Nice To Haves

Project management skills preferred
Previous customer support experience preferred
Transportation logistics a plus

Responsibilities

Manage the activities of Operations Support Analysts, a central team responsible for operational understanding and improvement in key performance areas and for enforcing locations’ adherence to operational standards while delivering planned direct labor efficiencies.
Build and maintain a strong functional team through effective recruiting, training, coaching, team building and succession planning.
Prepare and participate in the preparation of staff development plans for each functional associate who is a member of the team.
Assess the skills and skill levels necessary to achieve work objectives.
Conduct midyear and year-end performance appraisals, and work closely with OSAs throughout the year, providing regular feedback on their performance
Continuously monitor OSA performance to identify support gaps or concerns and address those with individuals, offering coaching as needed
Address areas of concern and provide regular updates on team efficiency and effectiveness to Director of Operations Support
Manage process and tracking for Analyst reviews and trainings for adherence to all applicable Wage and Hour regulations while utilizing FOCUS and related systems, ensuring locations apply the rules, regulations, and proper system utilization
Prepare, analyze, present and maintain Location Scorecard data for performance reporting purposes
Assess field and customer needs ongoing, ensuring we provide all tools needed for customer satisfaction, accurate payroll processing, and ad hoc analyses
Mentor Analysts’ procedure and conduct when auditing and interacting with the field to ensure delivery evokes compliance and success
Work closely with Director Operations Support as a main resource and SME in current location, area, and regional performance
Manage new Analyst onboarding, that it is rolled out efficiently and with proper understanding of the team and company goals
Provide feedback to Director Operations Support on team performance and participate in strategizing roll outs of new or recurring projects
Work closely with other Ops Support Team management to strategize an organized approach to operational coaching and improvement via our collective teams to the field operations
Assign standards and deadlines to Analysts for projects or operational improvement efforts
Motivate analyst group to think outside their role and to assist in other First Student projects as needed, recent initiatives that have been supported include PC refresh, the Active Directory Project, Employee Portal migration, Blended OT configurations, DHDS rollout plans and more.