Operations Administrator

Operations Administrator We are a fast-growing company looking to expand our team with individuals who have exceptional character, a passion for delivering results, and a commitment to career growth. If this sounds like you, we want to hear from you! Position Overview 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. Key Responsibilities Dealer/Client Support: 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. Reporting & Data Management: Gathering performance; creating weekly or monthly reports for leadership and clients. Monitoring & Evaluation: Listening to live or recorded calls to assess agent performance based on specific rubrics (tone, accuracy, empathy, and adherence to scripts). Feedback & Coaching: Providing constructive, actionable feedback to agents to help them improve their communication skills and knowledge. Trend Analysis: Identifying "red flags" or patterns such as a sudden spike in customer frustration regarding a specific product and reporting these to leadership. Collaboration: Participating in meetings with Team Leads to ensure everyone is providing feedback consistently, and fairly. Project Support: Assisting department heads with special projects as needed and capacity permits. Required Qualifications Education: High school diploma or equivalent required; Associate or Bachelor's degree preferred. Professional Experience: Proven background in Business Administration, operations, client support, or a related management role. Adaptability: Ability to remain agile and pivot effectively in a fast‑paced environment when business strategies shift. Strategic Problem‑Solving: Exceptional ability to identify bottlenecks and implement logical solutions. Analytical Listening & Objectivity: 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. Data Integrity: High level of accuracy in documenting call summaries, performance scores, and business outcomes. Excellent Communication: Verbal: Ability to deliver sensitive feedback (e.g., low performance scores) constructively to motivate and develop staff. Written: Strong analytical writing skills with the ability to synthesize complex information into concise reports. Technical Experience Project Management: Experience navigating systems such as Jira, Monday.com, or Trello. Data Analysis: Intermediate to advanced spreadsheet skills, including VLOOKUPs and Pivot Tables. CRM Platforms: Proficiency in Salesforce, HubSpot, or similar customer relationship management tools. Communication Tools: Seamless command of virtual meeting platforms such as Zoom and Google Meet. Work Environment & Schedule Full‑time, Monday through Friday, one Saturday per month. Hybrid/Remote work with occasional in‑office time periodically. Must be able to work extended hours during peak seasons. Other Requirements Must be authorized to work in the U.S. Must be able to pass background checks and drug testing. INTEGRO is proud to be an equal opportunity employer and a drug‑free, alcohol‑free, and substance‑free workplace. All employment is contingent upon completing a background investigation and drug testing. #J-18808-Ljbffr