Operations support specialist in mandaueMySource BPO Solutions Phils Inc.

OPERATIONS SUPPORT SPECIALIST
 
The Operations Support Specialist is responsible for ensuring the smooth and efficient operation of daily business processes within the contact center or operations team. This role involves managing communication queues, maintaining data accuracy, performing quality checks, and providing administrative support to internal teams. The specialist will also serve as a backup resource for secondary tasks to ensure uninterrupted service delivery. 
 
Key Responsibilities: 
 
Primary Duties 
Manage and process incoming text requests to ensure timely responses and updates. 
Monitor and maintain email queues, ensuring prompt and accurate handling of client or customer communications. 
Manage and balance daily queue assignments to optimize workflow and efficiency. 
Process and track OLM (Outlook List Management) communications to maintain proper documentation and follow-up. 
Ensure accurate handling of promise returns and maintain queue integrity across systems. 
Complete and submit required IDI (Internal Data Input or similar) reports accurately and on time. 
Audit and correct phone grade data or call classifications as needed. 
Conduct weekly quality control checks to ensure compliance with process standards. 
Support new business initiatives by assisting with onboarding tasks, data setup, or process documentation. 
Secondary / Backup Duties 
Update and maintain performance dashboards or reporting tools. 
Provide backup coverage for email processing when required. 
Assist with creating and managing outbound dialer lists for campaigns or outreach efforts. 
Qualifications: 
Education: High school diploma or equivalent required; associate or bachelor's degree preferred. 
Experience: 1-3 years in operations support, contact center administration, or business process coordination. 
Skills: 
Strong organizational and multitasking abilities 
Excellent written and verbal communication skills 
Proficiency in Microsoft Office (Excel, Outlook, etc.) 
Experience with CRM, ticketing, or queue management systems 
Attention to detail and data accuracy 
Core Competencies: 
Process-oriented with strong analytical thinking 
Dependable and deadline-driven 
Team player with a proactive, problem-solving attitude 
Ability to adapt to changing priorities and workflows