Back Office Assistant Manager

Back Office Assistant ManagerPosition Overview:The Back Office Assistant Manager is responsible for overseeing all production-related aspects of assigned project(s) and ensuring operational excellence. This role serves as a key liaison between DATAMARK and its clients, representing the organization in daily operational matters, performance discussions, and service delivery commitments. Primary Responsibilities Oversee day-to-day operations by coordinating the workflow of Back Office Supervisors and ensuring production objectives are met.Manage multiple production projects simultaneously, ensuring alignment with Service Level Agreements (SLAs), contractual requirements, and client expectations.Monitor departmental performance, identifying opportunities to improve productivity, efficiency, and overall operational effectiveness.Support employee performance management, including performance evaluations, coaching, discipline, and termination actions in accordance with company policy.Serve as the primary day-to-day client contact, participating in regular client meetings and addressing operational concerns and service updates.Develop and implement recovery and corrective action plans for missed SLAs or production issues, providing detailed analysis and solutions to clients.Ensure quality standards are met by creating and maintaining quality management processes and tracking quality metrics.Support financial and productivity metrics, including speed and efficiency, and implement systems to ensure Supervisors meet assigned targets.Assist with hiring, training, and development, preparing Back Office Supervisors and Lead Operators for growth and promotional opportunities.Prepare and present production data and reports, including workflow processes, improvement plans, and billing information, using tools such as PowerPoint.RequirementsMinimum Qualifications:High School Diploma or equivalent required, Bachelor’s Degree preferredAt least 6 years of back office field experience with 4 of those years in a supervisory role.Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook requiredRequired Skills:Excellent leadership and mentoring skillsEffective written and verbal communication skillsExtensive knowledge of back office procedures and principlesDemonstrated analytical/problem-solving skillsProvent· Excellent multi-tasking skillsExcellent interpersonal skillsOrganized with attention to detailAbility to resolve customer complaints and issues while maintaining a professional and calm demeanorAbility to coach and mentor back office associates

Back Office Assistant Manager

Position Overview:

The Back Office Assistant Manager is responsible for overseeing all production-related aspects of assigned project(s) and ensuring operational excellence. This role serves as a key liaison between DATAMARK and its clients, representing the organization in daily operational matters, performance discussions, and service delivery commitments.

Primary Responsibilities

• Oversee day-to-day operations by coordinating the workflow of Back Office Supervisors and ensuring production objectives are met.
• Manage multiple production projects simultaneously, ensuring alignment with Service Level Agreements (SLAs), contractual requirements, and client expectations.
• Monitor departmental performance, identifying opportunities to improve productivity, efficiency, and overall operational effectiveness.
• Support employee performance management, including performance evaluations, coaching, discipline, and termination actions in accordance with company policy.
• Serve as the primary day-to-day client contact, participating in regular client meetings and addressing operational concerns and service updates.
• Develop and implement recovery and corrective action plans for missed SLAs or production issues, providing detailed analysis and solutions to clients.
• Ensure quality standards are met by creating and maintaining quality management processes and tracking quality metrics.
• Support financial and productivity metrics, including speed and efficiency, and implement systems to ensure Supervisors meet assigned targets.
• Assist with hiring, training, and development, preparing Back Office Supervisors and Lead Operators for growth and promotional opportunities.
• Prepare and present production data and reports, including workflow processes, improvement plans, and billing information, using tools such as PowerPoint.

Requirements

Minimum Qualifications:

High School Diploma or equivalent required, Bachelor’s Degree preferred

At least 6 years of back office field experience with 4 of those years in a supervisory role.

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

Required Skills:

• Excellent leadership and mentoring skills
• Effective written and verbal communication skills
• Extensive knowledge of back office procedures and principles
• Demonstrated analytical/problem-solving skills
• Provent· 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

DATAMARK, Inc. is a prominent Contact Center and Business Process Outsourcing (BPO) company based in El Paso, Texas, established in 1989. It serves Fortune 500 companies and major enterprises, operating across the U.S., Mexico, and India. Our services include omnichannel, multilingual contact center solutions, dynamic BPO, and digital mailroom solutions, all enhanced with Robotic Process Automation (RPA) and Artificial Intelligence (AI). Datamark prioritizes driving value and business growth for our clients, ensuring exceptional interactions through our customer experience ecosystem. Guided by Lean Six Sigma methodologies, we collaborate with clients for process enhancement, aiming for operational excellence and lasting partnerships. Datamark, emphasizes innovation, reliability, and a forward-looking approach to outsourcing.

DATAMARK, Inc. is a prominent Contact Center and Business Process Outsourcing (BPO) company based in El Paso, Texas, established in 1989. It serves Fortune 500 companies and major enterprises, operating across the U.S., Mexico, and India. Our services include omnichannel, multilingual contact center solutions, dynamic BPO, and digital mailroom solutions, all enhanced with Robotic Process Automation (RPA) and Artificial Intelligence (AI). Datamark prioritizes driving value and business growth for our clients, ensuring exceptional interactions through our customer experience ecosystem. Guided by Lean Six Sigma methodologies, we collaborate with clients for process enhancement, aiming for operational excellence and lasting partnerships. Datamark, emphasizes innovation, reliability, and a forward-looking approach to outsourcing.