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