Lead Office Service Associate

Hartford, CT - USA

Hourly Salary: USD 24 - 25

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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

Required Experience:

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 Qu...

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

Required Experience: