Back Office Process Coordinator

Assist in all daily operations aspects of the Toyota Connected Back Office program. Coordinate scheduling, reporting and workflow processes to ensure high service levels. Support the Program Manager, PROs, customers, and client on daily needs and ensure high level of satisfaction. This position has a schedule of 2pm - 11pm, 5 days a week (days are flexible).

PRINCIPAL ACCOUNTABILITIES

• Maintain understanding of the client’s business and program requirements. Meet with clients to determine gaps in education and performance. Present results and strategies during QBR’s and other client updates as needed.
• Ensure all program ACLs are maintained and PRO field mapping is completed as needed.
• Prepare and queue up weekly program schedules and post schedule reminders for PROs. Ensure sufficient coverage to remain within contractual guidelines across all hours.
• Complete all program tracking needed, for example: master PRO roster, PRO offboarding, PRO onboarding, attrition tracking, incentive spend and approving/denying cancellations.
• Serve as the point of contact for all PRO needs on schedules, weekly minimum hours, invoicing and payment questions and reminders.
• Review the Vyne daily to ensure PRO questions are answered.
• Ability to host information sessions as needed on the scheduling process for new PROs.
• Manage Back Office Salesforce Work/Case Queues and distribute workflow/tasks to our PRO community to ensure completion at expected service levels.
• Provide support/assistance with escalated cases/tickets and be the point of contact for urgent escalation or outage issues that may arise outside of regular business hours.
• Monitor performance data to ensure quality guidelines are met. Focus on PRO engagement and satisfaction, call mechanics and quality interactions.
• Attend team and client meetings as needed.
• Prepare Back Office reporting on a biweekly basis.

Requirements

Must be a US citizen or permanent resident to be considered for full-time employment

• Ability to study and understand program requirements and manage multiple tasks simultaneously with great attention to detail.
• Strong process management abilities with ability to strategize and problem-solve throughout.
• Solid analytical skills with a strong working knowledge of Microsoft Office; Proven experience with reporting and data analysis.
• High level of independent judgment and initiative with well-developed sense of ownership, urgency and customer focus.
• Ability to identify needs, prioritize, multi-task, adapt to changing priorities and deliver on requests with limited supervision in a fast-paced environment.
• Strong oral and written communication skills with the ability to effectively convey thoughts and critical information to the client, internal management and PROs in a clear, logical manner.
• Ability to accomplish both client and company goals, handling multiple personalities and demands.
• Ability to use a keyboard and sit at a computer for a large portion of the work period.
• Ability to work variable hours, which may include evenings, weekends and holidays. Minimal travel possible to attend company team meetings.

In addition to a competitive base salary, Working Solutions employees are eligible for a comprehensive benefits package including, but not limited to:

• Annual merit increases
• Choices for health, dental, vision, life, disability and supplemental insurance plans and a 401(k) with company match
• Generous paid time off, holidays, and volunteerism time
• An amazing company culture and all the benefits of fully remote work

We believe in providing equal pay for equal work. Our compensation practices are designed to ensure fairness and are regularly reviewed to maintain this standard.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Work From Home