Consultant Operations Analyst

The Consultant Operations Analyst is responsible for ensuring smooth operational processes within the Skills Lab. Key responsibilities include, but are not limited to:

Consultant Onboarding & Engagement

• Facilitate consultant onboarding, including in-person and remote Pod Orientation sessions.
• Deliver onboarding presentations and organize welcome-back processes for returning consultants.
• Meet with consultants to ensure a positive experience and provide ongoing support throughout their time in the Skills Lab.
• Engage with consultants regularly to monitor progress and address queries promptly.

Consultant Management & Tracking

• Allocate consultants to appropriate pods and roles based on stream, placement, strengths, and technical assessments.
• Maintain and update master pod lists and consultant profiles, including client details, role, tenure, feedback, technologies, and stream.
• Track consultant attendance, hours, and Jira activity; escalate red flags to pod coaches as needed.
• Monitor pod assessments and update relevant tracking systems (e.g., BSO spreadsheet).
• Generate daily reports on Skills Lab status and consultant progress.

Systems & Process Administration

• Manage consultant attendance using Delegate Management System (DMS) and Resource Planning Tool (RPT).
• Update consultant assessment scores in DMS and maintain accurate records.
• Set up consultant accounts for company network and Learning Management System (LMS).
• Coordinate coach attendance and coaching schedules.
• Manage and order vouchers for external exam courses.
• Respond to NAConOps tickets and categorize emails; maintain and update FAQ documentation.

Process Improvement & Documentation

• Actively participate in process mapping and re-engineering to streamline consultant workflows.
• Identify opportunities for automation and implement improvements where possible.
• Document all Skills Lab processes relevant to the role and ensure global consistency.

Cross-Functional Collaboration

• Serve as the main point of contact for Skills Lab-related inquiries.
• Liaise between Sales and Coaches to coordinate client interviews and offboarding processes.
• Share consultant profiles with Admins, all Coaches, copy Skills Lab Management, and copy respective Account Managers to update Salesforce records.

Other Responsibilities

• Must be able to work in the Toronto Centre at least 4 days per week
• 1+ years of relevant administration experience
• Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities. 
• Ability to prioritize efficiently
• Computer skills, with a solid working knowledge of Jira, Confluence, MS Office and Salesforce
• Excellent communication (verbal and written), facilitation, and interpersonal skills.
• Openness to creativity, innovation, and change
• Strong presentation skills
• Excellent time management and punctuality
• Excellent organizational skills and attention to detail
• Enthusiastic, positive and charismatic attitude
• Proactive, takes initiative and open to feedback
• Proven ability to work well under pressure
• A business or related Bachelor’s degree (preferred)