Back Office Assistant Manager
Position Overview:
The Back Office Assistant Manager is responsible for overseeing all production-related aspects of assigned project(s) and ensuring operational excellence. This role serves as a key liaison between DATAMARK and its clients, representing the organization in daily operational matters, performance discussions, and service delivery commitments.
PRIMARY RESPONSIBILITIES
* Oversee day-to-day operations by coordinating the workflow of Back Office Supervisors and ensuring production objectives are met. * Manage multiple production projects simultaneously, ensuring alignment with Service Level Agreements (SLAs), contractual requirements, and client expectations. * Monitor departmental performance, identifying opportunities to improve productivity, efficiency, and overall operational effectiveness. * Support employee performance management, including performance evaluations, coaching, discipline, and termination actions in accordance with company policy. * Serve as the primary day-to-day client contact, participating in regular client meetings and addressing operational concerns and service updates. * Develop and implement recovery and corrective action plans for missed SLAs or production issues, providing detailed analysis and solutions to clients. * Ensure quality standards are met by creating and maintaining quality management processes and tracking quality metrics. * Support financial and productivity metrics, including speed and efficiency, and implement systems to ensure Supervisors meet assigned targets. * Assist with hiring, training, and development, preparing Back Office Supervisors and Lead Operators for growth and promotional opportunities. * Prepare and present production data and reports, including workflow processes, improvement plans, and billing information, using tools such as PowerPoint. *
Requirements
Minimum Qualifications:
High School Diploma or equivalent required, Bachelor’s Degree preferred
At least 6 years of back office field experience with 4 of those years in a supervisory role.
Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required
Required Skills:
* Excellent leadership and mentoring skills * Effective written and verbal communication skills * Extensive knowledge of back office procedures and principles * Demonstrated analytical/problem-solving skills * Provent· Excellent multi-tasking skills * Excellent interpersonal skills * Organized with attention to detail * Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor * Ability to coach and mentor back office associates