PartnerHero helps some of the best startups in the world build global teams of customer service professionals. We hire the best people on behalf of some of the world’s best companies. We’re currently searching for an Operations Analyst that will be responsible for four dominant areas: process optimization, operational performance, risk assessment, and internal system development.

  • JOB TYPE: Full-time (40 hours a week)
  • HOURS: To be discussed in your interview
  • LOCATION: San Pedro Sula or Tegucigalpa, Honduras

About PartnerHero: We aren’t your average outsourcing company. We only hire dedicated individuals who are ready to grow professionally and take pride in representing our partners. We’re equally committed to our team members as they are to us. PartnerHero is a culture of mutual empowerment where our Support Heroes have many opportunities for professional development.

Responsibilities

  • Design and monitor efficient and replicable program health forecasts
    • Develop objective, highly-understandable program health reports
    • Relay reports to leadership teams in a highly digestible manner
    • Lead the conversation towards assessing risks & possible pitfalls in program operability
  • Lead management through continuous improvement cycles:
    • Analyze a program’s production processes & find gaps/non-optimal processes
    • With the use of exploratory investigation, statistical analysis & systems-thinking, design robust solutions to all non-optimal processes found
    • Implement solutions in closed population samples
    • Measure success, and translate results to program management
    • Design realistic implementation timelines that consider dependencies and possible risks
    • Pair with program managers to monitor the implementation of process changes
  • Locate, define & implement new process improvement opportunities
  • Develop scalable, sustainable & efficient data collection systems & procedures that can be replicated across the company
  • Assist Learning and Development in the development of our tech-ed stack, which consists of (among others): HTML & CSS, spreadsheet courses, databases, & analytics induction workshops
  • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
  • Contribute to team efforts by accomplishing related results as needed

    Requirements
  • Passion working with data
  • Technical knowledge in tabular data software (Google Sheets preferably)
  • 2+ years experience working with Zendesk Insights
  • Extremely logical & system-oriented mindset
  • The individual must be able to plan and coordinate scheduled review with managers of various departments
  • Technical expertise regarding data models, database design development, data mining, and segmentation techniques
  • Strong analytical skills with the ability to collect, organize, and analyze significant amounts of information with attention to detail and accuracy
  • Adept at queries, report writing and presenting findings
  • Passing score in the following courses:

Additionally, PartnerHero’s Operations Analyst will:

  • use exploratory investigation, statistical analysis, and data normalization to translate data and numbers into insights and develop practical business solutions that go hand-in-hand with these insights
  • be part of the group responsible for assisting managers in order to identify, anticipate and mitigate risk, and consequently eliminate and/or minimize the impact to the company’s operations
  • guide and assist program management through continuous improvement cycles, in order to produce measurable, positive impact in production performance.
  • be responsible for the development and maintenance of optimal, objective program-performance measurement processes
  • act as a liaison between operations and engineering in order to assist in the development of internal systems that solve high-priority issues within our company

    DOCUMENTATION REQUIRED
  • Valid Criminal records (Antecedentes penales)
  • 3 copies of your ID
  • Health card

    BENEFITS
  • Competitive salary compensation based on experience
  • Permanent contract
  • Attractive benefits package
  • Private Insurance
  • Payment in US Dollars