Back Office Supervisor

Reports Directly to:

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.
• Performs other related duties as assigned.

Minimum Qualifications:

• Education Requirements:

• High School Diploma or equivalent o 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

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

Physical Requirements

• Crouching: Bending the body downward and forward by bending the leg and spine.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Remaining upright on the feet, particularly for sustained periods.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Talking: Expressing or exchanging ideas using the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.
• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
• The worker is not substantially exposed to adverse environmental conditions (as in a typical office or administrative work).

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