Lead Office Service Associate
About The Position
Responsibilities: Responsible for overseeing all locations to ensure that Service Level Agreements and Quality metrics are met in accordance with client objectives. Capture monthly Volume and Quality reports. Monthly meet and partner with client site leadership to discuss Service Level Agreement and Quality results. Partner with client leadership to discuss issues and recommend solutions quarterly. Monitor and approve Labor timekeeping weekly. Conduct Annual Performance Reviews Maintain procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives. Recommend streamlined workflow procedures and enhancements to existing systems. Define, plan and monitor staffing requirements, work schedules and service objectives in accordance with client goals. Recommend adjustments as necessary. Partner with client to ensure the appropriate and consistent use of metrics and their definitions within the designed Sites. Troubleshoot and resolve non-routine customer complaints, including informing Sr. Account Manager. Hiring, training and evaluating employees in multiple functions; ensure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services. Perform other related duties and special projects as assigned. Qualifications: 2 to 3 years progressively responsible work experience managing a service/operations unit. Demonstrated ability to partner with all levels of management and build strong working relationships Strong analytical skills to assess operations and process problems and develop appropriate solutions/improvements Excellent written communication and interpersonal skills; Excellent people management skills, to include coaching and mentoring, and creating a work environment that attracts and retains high performing work teams; Strong team building skills to include, candidate selection Strong ability to plan, prioritize and successfully execute multiple projects and deliverables with little or no direction. 1-2 years' experience with Microsoft Office Software (Word, Excel,). Excellent computer skills; spreadsheets applications
Requirements
- 2 to 3 years progressively responsible work experience managing a service/operations unit.
- Demonstrated ability to partner with all levels of management and build strong working relationships
- Strong analytical skills to assess operations and process problems and develop appropriate solutions/improvements
- Excellent written communication and interpersonal skills;
- Excellent people management skills, to include coaching and mentoring, and creating a work environment that attracts and retains high performing work teams;
- Strong team building skills to include, candidate selection
- Strong ability to plan, prioritize and successfully execute multiple projects and deliverables with little or no direction.
- 1-2 years' experience with Microsoft Office Software (Word, Excel,).
- Excellent computer skills; spreadsheets applications
Responsibilities
- Responsible for overseeing all locations to ensure that Service Level Agreements and Quality metrics are met in accordance with client objectives.
- Capture monthly Volume and Quality reports.
- Monthly meet and partner with client site leadership to discuss Service Level Agreement and Quality results.
- Partner with client leadership to discuss issues and recommend solutions quarterly.
- Monitor and approve Labor timekeeping weekly.
- Conduct Annual Performance Reviews
- Maintain procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives.
- Recommend streamlined workflow procedures and enhancements to existing systems.
- Define, plan and monitor staffing requirements, work schedules and service objectives in accordance with client goals.
- Recommend adjustments as necessary.
- Partner with client to ensure the appropriate and consistent use of metrics and their definitions within the designed Sites.
- Troubleshoot and resolve non-routine customer complaints, including informing Sr. Account Manager.
- Hiring, training and evaluating employees in multiple functions; ensure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services.
- Perform other related duties and special projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Administrative and Support Services
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
