National Office Service Account Manager

The Millennium Group•Hartford, CT

58d

About The Position

Responsible for managing services in multiple states/locations to ensure that Service Level Agreements (SLAs) and quality metrics are met in accordance with client objectives. Ensure office services are being handled according to expectations and with necessary expediency; manages workflow and productivity. Supervise staff including daily activities, goal setting, team meetings, performance reviews, and hiring and disciplinary activities when needed. Monitor and approve time cards weekly for the enterprise; preparing payroll reports. Captures volumes for services provided; prepares monthly and quarterly reports. Partners with client leadership to discuss issues and recommends solutions; ensures that appropriate and consistent use of metrics and their definitions within the designated sites. Ensures staff is meeting quality and productivity standards at all times; production targets are met daily, weekly, and monthly. Able to identify and recommend service enhancements and value adds to the client. Maintains procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives. Troubleshoot and resolve non-routine customer complaints; informs and collaborates with Director of Operations. Ensure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services. Learn and support all core functions of the operation: Mail, print, shipping and receiving, switchboard, and special events. Provides exceptional customer service at all times. Other duties as assigned by Director of Operations

Requirements

4-Year college degree is preferred; or equivalent experience in related field.
2-3 Years progressively responsible work experience managing a large service/operations unit.
Strong proficiency in Microsoft Product Suite; Word, Excel, PowerPoint, Outlook, and Teams.
Demonstrated ability to partner with all levels of management and foster strong working relationships
Strong analytical skills to assess operations, problem solve, and develop appropriate solutions/improvements.
Exceptional leadership expertise and demonstrated track record of creating employee engagement, hiring, retaining, and developing staff.
Proven track record in a team environment, leading productive relationships with colleagues, team members, management, and clients.
Strong ability to plan, prioritize, and successfully execute multiple projects and deliverables with little or no oversight.
Demonstrated ability to manage remote teams
Demonstrated ability to balance tactical business needs with strategic decisions.

Responsibilities

Responsible for managing services in multiple states/locations to ensure that Service Level Agreements (SLAs) and quality metrics are met in accordance with client objectives.
Ensure office services are being handled according to expectations and with necessary expediency; manages workflow and productivity.
Supervise staff including daily activities, goal setting, team meetings, performance reviews, and hiring and disciplinary activities when needed.
Monitor and approve time cards weekly for the enterprise; preparing payroll reports.
Captures volumes for services provided; prepares monthly and quarterly reports.
Partners with client leadership to discuss issues and recommends solutions; ensures that appropriate and consistent use of metrics and their definitions within the designated sites.
Ensures staff is meeting quality and productivity standards at all times; production targets are met daily, weekly, and monthly.
Able to identify and recommend service enhancements and value adds to the client.
Maintains procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives.
Troubleshoot and resolve non-routine customer complaints; informs and collaborates with Director of Operations.
Ensure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services.
Learn and support all core functions of the operation: Mail, print, shipping and receiving, switchboard, and special events.
Provides exceptional customer service at all times.
Other duties as assigned by Director of Operations