Operations Coordinator
BTS have a fantastic opportunity to join our busy European Operations team based in Portsmouth.
The Company
BTS is a global professional services firm headquartered in Stockholm, Sweden, with some 1000 professionals in 34 offices located on six continents. We focus on the people side of strategy, working with leaders at all levels to help them make better decisions, convert those decisions to actions and deliver results.
We work in small teams to develop customised business simulations and other learning solutions and then we facilitate learning journeys directly with our clients in a setting that incorporates humour, fun and competition. BTSers are expected to be team players, leaders, and entrepreneurs.
The Role
No two days are the same as we coordinate and deploy the logistics for our programs to regional and global clients! You will support the execution of these programs, working with multiple stakeholders to ensure each client project is run successfully. Service is key and the Europe Operations team are at the heart of our client success management. A fun team dynamic and attitude to work supports us to be at our best whilst delivering the highest service and results to our clients. This role is critical in ensuring our world-class programs are delivered smoothly and effectively.
Hours are generally between 9.00am to 5.30pm (UK) Monday to Friday, with some flexibility required due to global sessions.
Responsibilities
Provide general logistical & administrative support to Client Delivery Teams (globally). This will involve, but not be limited to:
- Managing and maintaining program data across various platforms simultaneously to enable successful client engagements, including but not limited to CVENT, Gallup, Miro, Smartsheet, Zoom, MS Teams as well as our in-house digital systems
- Scheduling face-to-face and virtual workshops, as well as individual and group coaching sessions
- Resourcing facilitators and coaches from both our internal pool of colleagues, as well as our external facilitator network
- Uploading and launching new programmes via our in-house digital systems (Coach OS, Momenta) and monitoring participant engagement
- Face-to-face workshop logistics, including but not limited to shipping of IT, ordering printed materials and maintaining and updating our digital deployment systems
- Generating system reports for program activities and assisting with metrics reporting
- Ensuring all client SLAs are met
Provide customer service support for Virtual Deliveries in the role of Digital Operator. This will involve, but not be limited to:
- Setting up and managing virtual sessions on platforms such as Zoom and MS Teams
- Providing live in-session support such as running polls, moving participants into break-out rooms, technical issues, managing simulations and pushing out links and documents
- Supporting the scheduling, ramp up (training) and analytics of Operator use across Europe
- Contributing to post session debriefs, with an aim to improve the Operator library and delivery collateral for the team
- Input to ongoing process creation for the Digital Operators team
- Working in close partnership with client and internal account teams to put forward recommendations for process improvement that could benefit client and team satisfaction
- Maintaining accurate data on the business's ERP (Resource & Financial tracking) system and in line with Operations KPI targets
Who we are looking for
- Organised, analytical and capable of working on multiple projects simultaneously, with exceptional attention to detail
- Highly pro-active; always a step ahead and on top of tasks at hand whilst keeping an eye on the long-term goals of a project
- Strong communication, able to relay instructions and decisions clearly both verbally and in writing
- Able to demonstrate workload prioritisation, focus on tasks and personal time management
- A relationship builder with experience managing client accounts and multiple internal and external stakeholders, ensuring expectations are met and exceeded
- A creative thinker who looks for opportunities to improve existing processes, with the client and team at front of mind
- Independent, a quick learner and comfortable taking on responsibility and testing new solutions and systems
- Digitally savvy, ideally with experience using virtual meeting platforms (such as Zoom or Microsoft Teams)
- Experience in using Microsoft Office Suite is required (Outlook, Excel, Word & PowerPoint)
- A flexible attitude; unphased by unexpected change and ambiguity and able to adapt to changing scenarios at pace
- A professional individual with a good sense of fun
Working Environment
Our Ops teams are based in offices across Europe. This role is based in our Portsmouth office, working across our Stockholm and Amsterdam accounts. We may ask you to travel to either location for team days or events several times a year. We work within a hybrid arrangement, with the expectation to spend 60% of your working time (minimum 3 days) in the Portsmouth office.
You will be asked to attend the office more frequently (up to 5 days) during your probationary period to further your onboarding.
What we offer
In return we offer a people focused, fun and supportive work environment, opportunities for structured professional development and a range of other personal and financial benefits.
We also offer a clear career path, with successful Project Coordinators often progressing into Senior Coordinator role within 18-24 months (dependent on performance and feedback).
