Position Summary:
The Adventist Information Ministry (AIM) is a service ministry of the North American Division of the Seventh-day Adventist Church (NAD). AIM is the epicenter of interest management for the NAD, focusing on digital evangelism, interest tracking, connecting media ministry interests to the local church. AIM facilitates, empowers, and supports digital small group Bible studies, online communities, and digital evangelism. AIM serves as a Customer Service Management agency that links all institutions, departments, social media platforms, and digital ministries with the goal of tracking and ministering to people we encounter in the digital and physical worlds.
The Operations Coordinator participates in AIM’s soul-winning experience and upholds the mission and objectives of AIM. This individual will support the daily operations at AIM by ensuring the student and part-time workers are properly resourced and supported. The Operations Coordinatorhelps to identify and care for the staffing needs of the organization to support smooth daily operations. They will work closely with the Director and other staff to handle the student and part-time worker’s personnel needs. This individual will assist with recruitment, interviews, and hiring of students and part-time workers, caring for the needs of students and part-time employees, as well as processing timecards for payroll. They will be comfortable working with college students and can effectively handle the unique challenges and situations that come with student workers. They must be flexible and can adapt to change. This position requires long-term commitment and stability.
Location:
Berrien Springs, Michigan, USA
Authority, Accountability:
Responsibility to support the daily operations of AIM in accordance with NAD policy and objectives. Work is performed independently and with limited supervision. There are specific guidelines to follow, but the work requires the ability to carry out duties, use discretion and independent judgement, and meet deadlines independently. Responsible to the AIM Director.
Essential Job Function:
- Operations
- Coordinate scheduling of student and part-time employees.
- Develop and compile regular operational statistics.
- Work with Account Executive to follow up on special issues for clients.
- Monitor daily floor activities and attendance.
- Monitor reports to ensure timeliness/quality.
- Personnel
- Participate in identifying staffing needs and hiring process.
- Support student and part-time employee training and development.
- Maintain student and part-time employee personnel records.
- Perform regular employee reviews with student and part-time workers.
- Maintain knowledge of and assist with weekly timecard processing for payroll.
- Identify and promote opportunities for skill development and growth for student and part-time workers, facilitating cross-training and ongoing education.
- Quality Assurance / Quality Control
- Develop and implement QA protocols and standard to monitor and assess call quality, data-entry accuracy, and overall service performance.
- Conduct regular reviews and audits of student and part-time employee work, ensuring adherence to AIM’s quality standards and address any discrepancies.
- Work with Pastoral Care team, Shift leaders, and students to address quality of service issues.
- Establish KPIs for quality, track performance trends, and provide feedback for continuous improvement.
- Maintain full knowledge of AIM’s telephone systems, call procedures, and CRM.
- Communicate and work with all levels of organization.
- Works closely with other team members to ensure cohesive operations.
- Attend staff meetings and chair weekly shiftleader meetings.
- Periodic process review and development with Director.
- Willingness to work a flexible schedule, including some weekends.
- Participate with Director and administrative staff in strategic planning and implementation of procedures.
- Participate in the annual budget process.
- Assist in planning and attend AIM-sponsored training and social events.
- Perform other functions as deemed necessary by Director.
Education/Experience/Credentials:
Bachelor’s (BA/BS) degree with emphasis in office administration, business or related field desired. Appropriate successful work experience may be acceptable in lieu of scholastic requirements. Experience managing/supervising employees, including overseeing onboarding and training efforts. Must have experience with effective personnel record keeping and compliance protocols, including matters requiring sensitivity and confidentiality.
Knowledge and Skill:
Knowledge and skill in appropriate methods of dealing with human behavior in various circumstances. Advanced command of language skills including proficiency in verbal and written communication. Ability to perform administrative functions; develop long and short-term plans and programs to effectively evaluate work accomplishments; establish and maintain effective relationships with internal/external personnel. Must possess advanced ability to effectively present facts and recommendations in oral or written form.
Contacts, Organizational Relationships:
Contact with church leaders, outside organizations and lay persons. Must possess the ability to deal tactfully and effectively with own department personnel, others within AIM, the North American Division, and outside personnel on a daily basis. Must be able to effectively handle confidential information/situations at all times and maintain high degree of loyalty and support for supervisors, department, AIM, North American Division, and the Seventh-day Adventist Church. Must possess advanced interpersonal skills and project and professional Christian image.
Physical Requirements:
Must be able to read, hear and speak English clearly and effectively communicate both orally and in writing. Some local/long-distance travel may be required. Some standing, walking, bending, kneeling, etc. required. Should be able to lift and handle objects typically found in the office environment.