Responsibilities:\n\nResponsible for managing services in multiple states\/locations to ensure that Service Level Agreements (SLAs) and quality metrics are met in accordance with client objectives.\nEnsure office services are being handled according to expectations and with necessary expediency; manages workflow and productivity.\nSupervise staff including daily activities, goal setting, team meetings, performance reviews, and hiring and disciplinary activities when needed.\nMonitor and approve time cards weekly for the enterprise; preparing payroll reports.\nCaptures volumes for services provided; prepares monthly and quarterly reports.\nPartners with client leadership to discuss issues and recommends solutions; ensures that appropriate and consistent use of metrics and their definitions within the designated sites.\nEnsures staff is meeting quality and productivity standards at all times; production targets are met daily, weekly, and monthly.\nAble to identify and recommend service enhancements and value adds to the client.\nMaintains procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives.\nTroubleshoot and resolve non-routine customer complaints; informs and collaborates with Director of Operations.\nEnsure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services. \nLearn and support all core functions of the operation: Mail, print, shipping and receiving, switchboard, and special events.\nProvides exceptional customer service at all times.\nOther duties as assigned by Director of Operations\n\n

Qualifications:\n\n4-Year college degree is preferred; or equivalent experience in related field.\n2-3 Years progressively responsible work experience managing a large service\/operations unit.\nStrong proficiency in Microsoft Product Suite; Word, Excel, PowerPoint, Outlook, and Teams.\nDemonstrated ability to partner with all levels of management and foster strong working relationships\nStrong analytical skills to assess operations, problem solve, and develop appropriate solutions\/improvements.\nExceptional leadership expertise and demonstrated track record of creating employee engagement, hiring, retaining, and developing staff.\nProven track record in a team environment, leading productive relationships with colleagues, team members, management, and clients.\nStrong ability to plan, prioritize, and successfully execute multiple projects and deliverables with little or no oversight.\nDemonstrated ability to manage remote teams\nDemonstrated ability to balance tactical business needs with strategic decisions.\n