Back Office Assistant Manager

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