Lead Office Service Associate bei The Millennium Group

Responsibilities:

• Responsible for overseeing all locations to ensure that Service Level Agreements and Quality metrics are met in accordance with client objectives.
• Capture monthly Volume and Quality reports.
• Monthly meet and partner with client site leadership to discuss Service Level Agreement and Quality results.
• Partner with client leadership to discuss issues and recommend solutions quarterly.
• Monitor and approve Labor timekeeping weekly.
• Conduct Annual Performance Reviews
• Maintain procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives.
• Recommend streamlined workflow procedures and enhancements to existing systems.
• Define, plan and monitor staffing requirements, work schedules and service objectives in accordance with client goals.
• Recommend adjustments as necessary.
• Partner with client to ensure the appropriate and consistent use of metrics and their definitions within the designed Sites.
• Troubleshoot and resolve non-routine customer complaints, including informing Sr. Account Manager.
• Hiring, training and evaluating employees in multiple functions; ensure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services.
• Perform other related duties and special projects as assigned.

Qualifications:

• 2 to 3 years progressively responsible work experience managing a service/operations unit.
• Demonstrated ability to partner with all levels of management and build strong working relationships
• Strong analytical skills to assess operations and process problems and develop appropriate solutions/improvements
• Excellent written communication and interpersonal skills;
• Excellent people management skills, to include coaching and mentoring, and creating a work environment that attracts and retains high performing work teams;
• Strong team building skills to include, candidate selection
• Strong ability to plan, prioritize and successfully execute multiple projects and deliverables with little or no direction.
• 1-2 years' experience with Microsoft Office Software (Word, Excel,).
• Excellent computer skills; spreadsheets applications