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Datamark Bpo Service
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Back Office Manager - Operations

Back Office Manager - Operations

Datamark Bpo Service

8 - 13 years

5 - 8 Lacs

Chennai

Posted:15 hours ago| Platform:

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Skills Required

Service level ISO Staffing Analytical Back Office Associate Customer relationship Customer service Business process management Back office management Back office operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

POSITION DESCRIPTION

Position Title:

Back Office Manager

Reports Directly to:

Senior Manager / Site Leader

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:

o High School Diploma or equivalent

o Bachelor s Degree preferred

Field Experience:

o 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:

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

Other Qualifications:

o Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.

o 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

Demo

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Datamark Bpo Service

Business Process Outsourcing (BPO)

Salt Lake City

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