Back Office Supervisor

POSITION DESCRIPTION

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.

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 teams 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.

Minimum Qualifications:

• Education Requirements:
• High School Diploma or equivalent
• Bachelors degree preferred
• Field Experience:
• At least 2 years of back office field experience.
• Position Experience:
• At least 1 year of experience in a supervisory role.

Other Qualifications:

• 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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