Reports To:
Lead Operations Assistant

Supervises:
None. This position has no supervisory responsibilities.Operations

Job Summary

The Operations Assistant is a member of Saratoga Group’s Virtual Operations Assistant team within the centralized Call Center, the single point of entry for all community calls across the portfolio. The Operations Assistant takes incoming calls as part of the team rotation, triages, resolves, and routes each call appropriately, resolves resident and prospect concerns whenever possible, and documents every interaction for reporting and follow-up. In addition to call handling, the Operations Assistant supports day-to-day community operations, including monitoring resident account delinquency and preparing resident notifications. The adecuado candidate is a calm, solutions-oriented communicator who thrives in a fast-paced, metrics-driven environment.

Essential Job Duties – Call Center Operations
- Call Center Model:
All community calls are routed through the centralized Call Center.



Incoming calls rotate among the Operations Assistant team so coverage is shared and balanced.
- Call Triage & Routing:
Ensure every call is correctly triaged and routed—resolved directly, sent to the Sales Assistant for sales matters, or directed to the Community Manager/District or Regional Managers when appropriate.
- Call Handling:
Take incoming calls as part of the team rotation, performing the full scope of Operations Assistant duties (see General Responsibilities).
- Performance Tracking:
Meet established call metrics, including response time, answer/abandonment rates, first-call resolution, and accurate call documentation.
- Reporting & Measurement:
Document call activity and response metrics on a regular cadence using Saratoga Group platforms, and participate in team reporting reviews.
- Continuous Improvement:
Recommend process, scripting, and routing improvements to reduce wait times and improve resident and prospect satisfaction.

Essential Job Duties

📌 Operations Assistant (Colombia)
🏢 Saratoga Group
📍 Colombia