#228-Support Operations Analyst
Bullhorn is the leading global software provider for the staffing and recruitment industry. More than 10,000 companies rely on Bullhorn’s cloud-based platform to power their staffing processes from start to finish. Through our incredible products and services, we create raving fan customers, resulting in company growth that consistently offers new opportunities for our talent to advance their careers. 25% of our global workforce gets promoted or moves into a new role every year, expanding their skills and working with new people. Bullhorn is large enough to provide these exciting opportunities but small enough to maintain the energy of a startup, and we’re consistently ranked as a great place to work for our strong culture and rewarding career opportunities.
Our commitment to our employees: Every Bullhorn employee has a sense of belonging, a voice that is heard, and a clear path to success. Bullhorn offers unlimited planned vacation, great opportunities for career development, quarterly paid volunteer days through its philanthropic group Bullhorn Cares, and an open invitation to Bullhorn Allies groups, which celebrate and cultivate diversity and inclusion for all employees.
Our in-office employees enjoy a casual, collaborative environment with weekly catered-in lunch and breakfast, and quarterly social events. While working from the comfort of their own homes, our remote employees are provided a full equipment package with all the tools they need to perform their role. We use Zoom, Slack, and other tools to stay connected while we are remote.
As the Support Operations Analyst I, you will be providing internal support for our Support team, ranging from building T1 schedules, troubleshooting issues with Support software (SalesForce, Monet, five9 etc) and improving Support tools and processes. Additionally, you will be responsible for creating and analyzing reports for the Support Department and working directly with the Support Management team to identify trends to improve efficiencies.
Why this job is important:
The Support Operations team is pivotal to the success of the core support team, being on hand to troubleshoot issues real-time to ensure Support Analysts can do their job, as well as collaborating with support leadership to innovate and find opportunities to improve efficiencies in the day to day operations of the Support Department.
As an Operations Analyst I, a typical day might include:
Monitoring real time adherence for all lines of business in all paths that a skill set travels
Analyzing KPIs and statistical data to ensure optimal contact center performance
Facilitating team meetings on operations related trainings
Troubleshooting software real time as issues arise
Making administrative changes and enhancements to software to improve workflows and efficiencies
Ensuring schedule updates are accurately tracked
Planning and entering schedules of our Technical Support Analysts around the globe to ensure our client access remains optimal
This job might be for you if:
You are extremely organized and analytical
You are always looking for the most efficient solution
You are comfortable juggling multiple competing priorities1+ year experience in a contact center environment
Bonus points for:
Interest in growing your technical skills
Previous Salesforce experience
Previous Project Management experience
You have strong Excel skills
SQL experience
Strong culture makes Bullhorn a great place to work! Bullhorn offers unlimited vacation, quarterly paid volunteer days through its philanthropic group Bullhorn Cares, and an open invitation to Bullhorn Allies groups, which celebrate and cultivate diversity and inclusion for all employees.
You might be a fit for Bullhorn if:
You are energetic and enjoy working in a fast-paced environment
You are confident and love sharing success with your team
You take ownership of your work and continuously strive for improvement
Bullhorn is committed to our core values and we are looking for people who exhibit these traits:
- Service - You go beneath the surface to solve problems.
- Energy - You build up your teammates and leave people positively charged.
- Ownership - You take action and own up to your mistakes.
- Speed & Agility - You go around obstacles and demonstrate urgency.
- Being Human - You consider other people's perspectives, laugh, and have fun.
Bullhorn is fully committed to equal opportunities. We aim to create a working environment free from discrimination. This means all job applicants and employees will receive equal treatment regardless of age, disability, gender reassignment, marriage, civil partnership, pregnancy, race, religion, or belief, gender or sexual orientation.