Executive Assistant - Resolution Processing

Job Title: Executive Assistant to the VP of Call Center Operations

Department: Call Center

Reports to: VP of Call Center Operations 

Salary Range: $75,000 - $90,000

The Executive Assistant to the VP of Call Center Operations will provide administrative and operational support to ensure the smooth running of the call center. This role requires a proactive approach to managing schedules, coordinating meetings, compiling data, and assisting with performance reports. The ideal candidate will be highly organized, detail-oriented, and capable of handling confidential information while supporting high priority tasks.

Key Responsibilities:

Administrative Support:

· Manage the VP’s calendar, including scheduling meetings, appointments, and travel arrangements.

· Handle high priority communication and correspondence on behalf of the VP.

· Prepare meeting agendas, take minutes, and track action items related to operational performance and strategic initiatives.

· Review and approve team time-off requests in Paycom, ensuring proper coverage and compliance.

· Manage and update Forth templates for communication and correspondence as needed.

Operational Reporting:

· Assist in preparing reports on key performance metrics (KPIs) for call center operations.

· Collect and analyze data to support business performance reviews.

· Track call center performance trends, including productivity, customer satisfaction, and service levels.

Communication & Coordination:

· Serve as the primary point of contact between the VP and department heads or external stakeholders.

· Draft and edit communications, emails, and memos on behalf of the VP.

· Facilitate communication across teams, ensuring the VP is informed of all relevant issues.

Meeting & Event Coordination:

· Coordinate department meetings, including weekly performance reviews, operational updates, and strategy sessions.

· Manage logistics for meetings, prepare materials, and ensure follow up on action items.

· Handle special projects as directed by the executive team, which may include research, data collection, or event planning.

Project Support:

· Assist in managing special projects within the call center, such as process improvements, customer service initiatives, and technology updates.

· Track project deadlines, milestones, and deliverables, ensuring timely execution.

Confidentiality & Discretion:

· Handle sensitive information, including employee performance data, strategic plans, and business insights, with the highest level of confidentiality.

· Maintain discretion when dealing with internal and external stakeholders.

Team Support & Collaboration:

· Work closely with the call center leadership team to ensure smooth daily operations.

· Collaborate with HR, IT, and other departments to resolve issues that impact the call center.

Other Responsibilities:

· Monitor offshore team performance and provide necessary support to ensure operational efficiency.

· Oversee the hiring process, from initial recruitment to the onboarding of new hires, ensuring all steps are followed correctly.

· Coordinate and facilitate new hire training sessions, ensuring all new employees are adequately trained for their roles.

· Work with the Human Resources department to ensure all hires are properly onboarded and ready to transition from the new hire phase in the employment life cycle.

 Skills & Qualifications:

· 3-5 years of experience as an Executive Assistant, preferably supporting operations or a senior executive in a call center environment.

· Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and call center management software (e.g., CRM systems, workforce management tools).

· Strong verbal and written communication skills, with the ability to interact effectively with all levels of staff.

· Exceptional organizational and time management abilities, with strong attention to detail and the ability to prioritize multiple tasks.

· Experience in data management, including the ability to compile and present operational reports and performance metrics.

· Strong critical thinking and problem-solving skills, with the ability to anticipate needs and act independently.

· Ability to handle last-minute changes in a fast paced, result-driven environment.

This is a full-time, in office position that may occasionally require after-hours availability to support the VP’s schedule.

Resolution Processing is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or veteran status.