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 : [email protected] Apply tot his job