Back Office Supervisor
3 weeks ago
Reports Directly to: Back Office Assistant Manager
Position Overview:
The Back Office Supervisor will oversee and assist back-office employees in the performance of their job duties
Requirements
Primary Responsibilities:
· Manages a team of assigned back office associates and ensures they comply with client requirements through documented procedures, work instructions, and business rules.
· Organizes and oversees the schedules and work of assigned back office associates.
· Conducts performance evaluations that are timely and constructive.
· Handles discipline and termination of employees as needed and in accordance with company policy.
· Promptly requests approval from management for necessary staffing adjustments to meet daily productivity goals.
· Reviews work outputs by associates.
· Ensures that associates are informed about changes to company products and services.
· Collects data and prepares reports on customer complaints and inquiries.
· Prepares monthly reports summarizing the assigned back office team's performance.
· Identifies opportunities to update or improve back office procedures and makes recommendations to the Back Office Manager or other appropriate staff.
· Hires entry-level back office associates.
· Exp into attrition, shrinkage, EWS and team management.
Minimum Qualifications:
· Education Requirements:
o High School Diploma or equivalent
o Bachelor's degree preferred
· Field Experience:
o At least 2 years of back office field experience.
· Position Experience:
o At least 1 year of experience in a supervisory role.
· Other Qualifications:
o Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.
Required Skills:
· Excellent leadership and mentoring skills
· Excellent written and verbal communication skills
· Extensive knowledge of back office procedures and principles
· Demonstrated analytical/problem-solving skills
· Excellent multi-tasking skills
· Excellent interpersonal skills
· Organized with attention to detail
· Ability to coach and mentor back office associates
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