Back Office Manager - Email & Chat Process

Position Overview:

The Back Office Manager is responsible for making sure that the day-to-day back-office production tasks conducted are designed and carried out in a manner that ensures the attainment of Customer Service Level Agreements as well as company budget and profitability targets.

Primary Responsibilities:

• Leads designated production projects to meet or exceed gross margin targets for all assigned projects
• Responsible for directing all production projects to meet or exceed client Service Level Agreements, or other client contractual obligations, for the assigned projects, in support of the Senior Manager
• Manages the maintenance of budgets for all production projects as assigned by the Senior Manager
• Sustains and regularly maintains the production portion of the monthly operations metrics to the DATAMARK executive team.
• Assigns Assistant Managers and Supervisors to projects, including new projects
• Reinforces the productivity standards in order to determine best practices in such a way that the financial goals of the projects assigned to them are met
• Accountable for the creation of bonus incentive plans for all production personnel designed to assist in meeting the productivity standards
• Creates and delivers presentations for both clients and executive management that accurately reflect the quality, productivity, and financial performance of assigned projects
• Fosters and maintains an excellent customer relationship with DATAMARK customers to enhance customer satisfaction as well as service opportunities.
• Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site-specific BPMS system to control the back office operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations.
• Develops Assistant Managers and Supervisors for promotional opportunities, and evaluates the performance of direct reports
• Assists with hiring and training new staff
• Capable of conducting the work activities of any of the assigned Back Office Assistant Managers when necessary

Minimum Qualifications:

Education Requirements:

• High School Diploma or equivalent
• Bachelors Degree preferred

• Field Experience:

  At least 8+ years of back office field experience including 4 years in a supervisory role and 2 years in a management role.

• Position Experience:

  At least 2 years of experience in a back office management role.

• Other Qualifications:

  Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required. Experience with meeting company budgets, profitability targets, and creating staffing plans.

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 resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor back office associates

Office Location :

Karuna Conquest IT Park,

No:7 Part, 5th Floor, MTH Road

Ambattur Industrial Estate,

Ambattur , Chennai

Tamilnadu-600058.

Contact HR Person : Kandan

Contact No : 6385132435

Email ID : kandanthamizvanan.palani@datamark.net