Specialist I
Department:
Agency Operations
Typical Tenure for this Role:
2-4 years
Role Overview
Role Description
The Agency Operations Specialist I consistently meets or exceeds the responsibilities of the prior Associate role. This individual acts as a resource for peers for questions and training, handling more complex tasks and proficiently troubleshooting operational issues. Specialists I take on responsibilities as part of project teams and actively collaborate with cross-functional teams to problem-solve and enhance agency support processes.
Key Skills & Competencies
The focus for this role shifts to problem-solving, team support, and handling more complex operational issues:
Mentorship & Team Resource:
-
Mentor/Trainer: Proven ability to act as a resource for peers, providing guidance, answering procedural questions, and assisting in training new team members.
Complex Problem Solving:
-
Troubleshooting: Ability to proficiently troubleshoot and resolve non-routine or complex operational cases.
-
Routine Cases: Maintaining mastery and efficiency in all standard, routine cases handled by the department.
KPIs
Performance is measured by timeliness, quality, compliance, and project contribution:
-
Service Levels: Meet the required service level turnaround time of 3–5 business days.
-
Accuracy: High Accuracy of completed cases and transactions.
-
Compliance: Consistent adherence to all SOPs and required compliance standards.
Role Development
Learning and Development
-
Internal System Certification: Required completion of internal proficiency certification for ADR, Administration of Agent Web, and Salesforce.
-
Software Certification: Demonstrated proficiency with Microsoft Office Suite.
Guidelines for Promotion into this Role
Advancement requires proven leadership and analytical capability:
-
Leadership: Displays leadership qualities such as mentorship, guidance, and support to junior team members.
-
Process Improvement: Actively participates in process improvement initiatives.
-
Analytical Skill: Shows proficiency in analyzing problems and proposing effective solutions.
-
Independence: Exhibits the ability to work independently and handle more complex tasks with minimal supervision.
-
Collaboration: Demonstrates effective collaboration with other teams to achieve operational objectives.