Operations Administrator

Integro Professional Services, LLC•Orlando, FL

16d•$45,000 - $65,000•Hybrid

About The Position

The Operations Administrator role is highly tactical focusing on the day-to-day operations which keeps the department running smoothly. The administrator is the "connective tissue" ensuring gears are turning by managing process, data, quality assurance, and cross-departmental communication. This is a high-impact versatile role that requires someone who is comfortable with spreadsheets, documentation, and high-stakes team meetings.

Requirements

High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
Proven background in Business Administration, operations, client support, or a related management role.
Ability to remain agile and pivot effectively in a fast-paced environment when business strategies shift.
Exceptional ability to identify bottlenecks and implement logical solutions.
Skilled at interpreting nuance—identifying underlying customer frustrations or agent hesitations—while maintaining strict objectivity by evaluating performance based on rubrics rather than personal bias.
High level of accuracy in documenting call summaries, performance scores, and business outcomes.
Ability to deliver sensitive feedback (e.g., low performance scores) constructively to motivate and develop staff.
Strong analytical writing skills with the ability to synthesize complex information into concise reports.
Experience navigating systems such as Jira, Monday.com, or Trello.
Intermediate to advanced spreadsheet skills, including VLOOKUPs and Pivot Tables.
Proficiency in Salesforce, HubSpot, or similar customer relationship management tools.
Seamless command of virtual meeting platforms such as Zoom and Google Meet.
Must be authorized to work in the U.S.
Must be able to pass background checks and drug testing.

Responsibilities

Handling "back-office" issues for dealerships, such as contract updates ensuring VINs are accurate, surcharges are applied, pro-rated refunds, or coverage levels are accurate, and missing documentation is obtained.
Gathering performance; creating weekly or monthly reports for leadership and clients.
Listening to live or recorded calls to assess agent performance based on specific rubrics (tone, accuracy, empathy, and adherence to scripts).
Providing constructive, actionable feedback to agents to help them improve their communication skills and knowledge.
Identifying "red flags" or patterns—such as a sudden spike in customer frustration regarding a specific product—and reporting these to leadership.
Participating in meetings with Team Leads to ensure everyone is providing feedback consistently, and fairly.
Assisting department heads with special projects as needed and capacity permits.