Datamark - Assistant Manager - Back Office

Description:

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.