Back Office Supervisor

Reports Directly to: Back Office Assistant Manager

Position Overview:

The Back Office Supervisor will oversee and assist back-office employees in the performance of their job duties

Primary Responsibilities:

· Manages a team of assigned back office associates and ensures they comply with client requirements through documented procedures, work instructions, and business rules.

· Organizes and oversees the schedules and work of assigned back office associates.

· Conducts performance evaluations that are timely and constructive.

· Handles discipline and termination of employees as needed and in accordance with company policy.

· Promptly requests approval from management for necessary staffing adjustments to meet daily productivity goals.

· Reviews work outputs by associates.

· Ensures that associates are informed about changes to company products and services.

· Collects data and prepares reports on customer complaints and inquiries.

· Prepares monthly reports summarizing the assigned back office team’s performance.

· Identifies opportunities to update or improve back office procedures and makes recommendations to the Back Office Manager or other appropriate staff.

· Hires entry-level back office associates.

· Exp into attrition, shrinkage, EWS and team management.

Minimum Qualifications:

· Education Requirements:

o High School Diploma or equivalent

o Bachelor’s degree preferred

· Field Experience:

o At least 2 years of back office field experience.

· Position Experience:

o At least 1 year of experience in a supervisory role.

· Other Qualifications:

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

Required Skills:

· Excellent leadership and mentoring skills

· Excellent written and verbal communication skills

· Extensive knowledge of back office procedures and principles

· Demonstrated analytical/problem-solving skills

· Excellent multi-tasking skills

· Excellent interpersonal skills

· Organized with attention to detail

· Ability to coach and mentor back office associates