Operations Support Specialist

About Us

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Overview

 

 

The Support Admin serves as a critical enabler of operational effectiveness and workforce alignment within the Client Success Specialist team. This role is responsible for ensuring real-time compliance with scheduling protocols and facilitating the prompt return of agents to client-facing duties. Additionally, the Support Admin provides strategic assistance to leadership by maintaining accurate data streams, coordinating across functional teams, and proactively communicating performance insights to drive continuous improvement.

Responsibilities

Attendance & Conformance Monitoring

• Track agent attendance (Email and Chat) and report absences or late arrivals.
• Send hourly roll call updates for clock-in status and tardiness.
• Analyze attendance behavior patterns and propose improvements to leadership.
• Monitor and report on break/lunch conformance/adherence with daily reports and flag outliers.
• Maintain a shared tracker for planned/unplanned leaves and offline time with proper coding.

Payroll & Workforce Coordination

• Conduct regular payroll audits and support the payroll process under leadership oversight.
• Manage exception requests and coordinate with WFM for accurate coding.
• Communicate with WFM about out-of-office (OOO) or sudden time-off situations.
• Submit WFM form requests for temporary schedule updates and overtime.
• Monitor agent status in Omni and escalate to leadership for follow-up.

Transportation & Logistics

• Own transportation logistics and share daily route plans with the transportation manager.
• Support logistics for company events or social gatherings.

Tools & Systems

• Create tickets for general system issues or IT needs (e.g., peripheral malfunctions).
• Utilize Qualtrics and Observe for pulling CSAT and performance data.

Reporting & Documentation

• Prepare and send daily performance reports (e.g., CSAT), segmented by supervisor.
• Maintain and update shared team resources (e.g., KB feedback, trackers).
• Tracking agent and supervisor feedback for template and KB updates.
• Prepare recurring dashboards and reports for KPIs.
• Consolidate team and case data for leadership-level reporting.

Operational & Team Support

• Transfer cases back to queues for agents who are OOO or absent.
• Assist with supervisor huddle content (including huddle boards).
• Create activities for team engagement and propose implementation to management.
• Coordinate across departments for updates or process clarifications.
• Serve as a contact for non-urgent but important communications.

Special Projects & Event Support

• Manage and prepare commitment lists for holidays or special dates.
• Oversee the talent announcement process.
• Perform weekly floor audits for equipment and facilities.

Qualifications

• Minimum of 2 years of experience in a call center environment or within workforce management operations and/or similar roles.
• Demonstrated reliability and punctuality, with a consistent commitment to scheduled working hours.
• Proven ability to adapt to high-paced environments and shifting operational demands.
• Proficiency in Microsoft Office Suite, particularly strong skills in Excel for data handling and reporting.
• Working knowledge of Workforce Management software, such as Teleopti, Calabrio, or equivalent platforms.
• Highly motivated with a strong sense of professional commitment, enthusiasm, and a collaborative spirit.
• Exceptional attention to detail, with strong organizational capabilities to manage complex documentation and tasks.
• Advanced analytical skills to interpret data and identify trends that support continuous improvement.
• Commitment to ethical conduct, ensuring that no sensitive information is shared, discussed, or used outside of its intended scope or audience.

Benefits

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment