• Lead Office Service Associate

    The Millennium Group (Hartford, CT)


    Hartford, CT, USA | Hourly | 24.00-25.00 per hour 24.00-25.00 | Full Time

     

    | Yes

    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