Operations Specialist

Walden University is a member of Adtalem Global Education (NYSE: ATGE). More than 50 years ago, Walden University was founded to support adult learners in achieving their academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries are pursuing a certificate, bachelor’s, master’s, or doctoral degree online at Walden. The university offers more than 100 online degree and certificate programs. Walden University is accredited by The Higher Learning Commission, hlcommission.org. For more information, please visit WaldenU.edu and WaldenFacts.com.

Reporting to the Director of Operations, Student Success Advising, the successful candidate will assist with the overall operations that support department business objectives and goals on systems, processes, and workflow of the Tempo Academic Coach team. The Operations Specialist will serve be responsible for maintaining resources, troubleshooting issues, and partnering with Frontline to resolve system issues and outages. This individual will coordinate quality monitoring and assist with aspects such as development, design, implementation, and evaluation of training for Tempo Coaches.

 
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Partner with professional operations team and Tempo Assistant Managers to determine operational needs and solutions for academic advising.
• Coordinate departmental quality assurance processes, manage administrative tasks, and maintain reports.  Complete quality assurance assessments to complement quality assurance efforts across teams and ensure consistency in process and practice among team members.
• Advocate effectively for the technology needs of Tempo Coaches and assist in representing coaches as new technological resources are identified and developed for Tempo.
• Lead and coordinate the floor tech led process to gather ongoing feedback and troubleshoot/escalate systems issues.
• Coordinate and assist with testing need for new technology releases and issue resolution.
• Coordinate contact center for Tempo Coaching, including managing reports, analyzing reports, creating new agent profiles, troubleshooting, and partnering with Telecom to escalate issues for prompt resolution.
• As required, attend operations meetings to receive and provide needed updates and information.
• Partner with process analyst to develop and maintain workflow reporting as needed.
• Serve as a liaison with Frontline and IT to escalate issues and assist with resolution and testing as needed to minimize disruption to workflow.
• Collaborate with operations & management teams to develop best practices for consistent workflow use in all systems.
• Partner with operations & training teams to review recommendations for training opportunities based on regular data analysis.
• Manage multiple projects effectively and ensure timely project completions.
• Update personal job knowledge by participating in educational opportunities; increasing product/technical knowledge; reading professional publications; maintaining personal networks; participating in professional organizations.
• Assist with other projects as assigned.

• Bachelor's Degree BA or BS Required
• 4 + yrs experience with 1–2 years of prior experience with legal project operations and management in-house Required and
• Experience developing forms, processes, and policies Required and
• Experience with Legal Technology a must Required
• Ability to move projects forward by gaining support from stakeholders
• Proven track record of collaborating with cross-functional groups to set objectives and produce results
• Excellent analytical, problem-solving, and communication skills
• Support and handle a variety of ad hoc projects within the team as they arise
• Able to thrive in a fast-paced environment and successfully manage multiple deadlines

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $47,766.34 and $86,253.75. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/us/en/benefits.

We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.