Back Office Supervisor
Company Name:
HomeServe
### Job Description
The Back Office Supervisor reports to the VP of Call Center Operations, and is responsible for supervising the Customer Administration and Fulfillment teams. Position includes, but is not limited to, supervising all aspects of mail/payment processing and document management, motivating teams to reach/exceed individual and departmental goals, preparing and reviewing reporting, and applying disciplinary action
PRIMARY DUTIES &
Responsibilities:
Oversee daily management and assignment of high volumes of incoming and outgoing mail for data entry, fulfillment, and batch payment processing.
Ensure consistent department adherence to processing timelines and backlog goals.
Ensure that all agents are meeting statistical targets and provide action plans for those that fall below expectations.
Provide department and agent performance reporting as required, including statistical analysis and associated reporting.
Provide consistent coaching and development to staff which includes, but is not limited to: ongoing training, quality control and auditing, delivering disciplinary actions, and delivering employee performance evaluations.
Manage staffing, scheduling and related daily tasks.
Coordinate resolution for all levels of escalated issues including those identified by the client, customers, management, and all other departments.
Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies.
Represent the organization in various meetings with the client and management team. Ensures that the actions of the group are met and are in line with client goals.
### Skills/Requirements
JOB REQUIREMENTS:
Minimum AA/AS Degree (BA/BS preferred), as well as a minimum of 2 years relevant administrative and fulfillment experience or the equivalent combination of education and experience.
Demonstrated business communications skills including, but not limited to, preparing reports, speaking before groups of people, negotiations.
Proficiency in Microsoft Word, Excel, and Outlook
IN RETURN WE OFFER:
Career development and advancement opportunities
Relaxed business attire throughout the week; jeans on Friday
Friendly, open and team oriented work atmosphere
Excellent benefits including medical, dental, vision, life and short & long term disability insurance
401(k) plan with a company match
HomeServe is an Affirmative action-equal opportunity employerEstimated Salary: $20 to $28 per hour based on qualifications.
HomeServe
### Job Description
The Back Office Supervisor reports to the VP of Call Center Operations, and is responsible for supervising the Customer Administration and Fulfillment teams. Position includes, but is not limited to, supervising all aspects of mail/payment processing and document management, motivating teams to reach/exceed individual and departmental goals, preparing and reviewing reporting, and applying disciplinary action
PRIMARY DUTIES &
Responsibilities:
Oversee daily management and assignment of high volumes of incoming and outgoing mail for data entry, fulfillment, and batch payment processing.
Ensure consistent department adherence to processing timelines and backlog goals.
Ensure that all agents are meeting statistical targets and provide action plans for those that fall below expectations.
Provide department and agent performance reporting as required, including statistical analysis and associated reporting.
Provide consistent coaching and development to staff which includes, but is not limited to: ongoing training, quality control and auditing, delivering disciplinary actions, and delivering employee performance evaluations.
Manage staffing, scheduling and related daily tasks.
Coordinate resolution for all levels of escalated issues including those identified by the client, customers, management, and all other departments.
Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies.
Represent the organization in various meetings with the client and management team. Ensures that the actions of the group are met and are in line with client goals.
### Skills/Requirements
JOB REQUIREMENTS:
Minimum AA/AS Degree (BA/BS preferred), as well as a minimum of 2 years relevant administrative and fulfillment experience or the equivalent combination of education and experience.
Demonstrated business communications skills including, but not limited to, preparing reports, speaking before groups of people, negotiations.
Proficiency in Microsoft Word, Excel, and Outlook
IN RETURN WE OFFER:
Career development and advancement opportunities
Relaxed business attire throughout the week; jeans on Friday
Friendly, open and team oriented work atmosphere
Excellent benefits including medical, dental, vision, life and short & long term disability insurance
401(k) plan with a company match
HomeServe is an Affirmative action-equal opportunity employerEstimated Salary: $20 to $28 per hour based on qualifications.
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