About the job
Join our dynamic team at hireframe as an Operations Support Specialist, where you will play a pivotal role in optimizing and enhancing key operational processes within our professional services and accounting firm. This fully remote position allows you to collaborate closely with the CEO and the leadership team to ensure seamless service delivery, robust internal operations, and a superior client experience.
We are looking for a candidate who is highly organized, detail-oriented, and adept at managing diverse people, systems, and workflows across various departments including Human Resources, Workforce Management, Client Success, and Administrative Operations.
Key Responsibilities:
Human Resources & Team Operations
- Process payroll on a bi-monthly basis while accurately tracking PTO and sick leave.
- Facilitate weekly team meetings and spearhead staff engagement initiatives.
- Administer bi-annual performance evaluations and monitor team Objectives and Key Results (OKRs).
- Oversee the onboarding process for new hires, including essential training and IT setup.
- Manage training budgets and evaluate ongoing professional development needs.
Workforce Management & Capacity Planning
- Analyze time tracking, utilization, and productivity data of the team.
- Prepare reports on client hours and budget assessments.
- Manage adjustments to client budgets and team assignment transitions.
- Anticipate future hiring needs and assist in capacity planning for onboarding new clients.
- Oversee team schedules, availability, and time-off requests.
Client Success & Quality Assurance
- Coordinate onboarding processes for new clients, ensuring all personnel and IT requirements are met from contract signing through the initial monthly check-in.
- Monitor client engagement metrics and conduct annual satisfaction surveys.
- Manage regular Quality Assurance (QA) assessments and uphold standard operating procedures (SOPs) across the organization.
Administrative, IT & Internal Operations
- Generate and analyze monthly invoices while managing the collections process.
- Oversee user provisioning and manage internal IT support tickets.
- Enhance cloud platform efficacy and reduce internal system inefficiencies.
- Maintain oversight of client and team databases in Airtable.
- Support marketing efforts by ensuring adherence to brand standards and managing the referral program.
- Lead documentation of internal SOPs and facilitate communication, training, and change management related to process updates.
