• National Office Service Account Manager

    The Millennium Group (Hartford, CT)


    Hartford, CT, USA | Salary | 85000-100000 per year 85000-100000 | Full Time

     

    | Yes

    Responsibilities:

    + Responsible for managing services in multiple states/locations to ensure that Service Level Agreements (SLAs) and quality metrics are met in accordance with client objectives.

    + Ensure office services are being handled according to expectations and with necessary expediency; manages workflow and productivity.

    + Supervise staff including daily activities, goal setting, team meetings, performance reviews, and hiring and disciplinary activities when needed.

    + Monitor and approve time cards weekly for the enterprise; preparing payroll reports.

    + Captures volumes for services provided; prepares monthly and quarterly reports.

    + Partners with client leadership to discuss issues and recommends solutions; ensures that appropriate and consistent use of metrics and their definitions within the designated sites.

    + Ensures staff is meeting quality and productivity standards at all times; production targets are met daily, weekly, and monthly.

    + Able to identify and recommend service enhancements and value adds to the client.

    + Maintains procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives.

    + Troubleshoot and resolve non-routine customer complaints; informs and collaborates with Director of Operations.

    + Ensure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services.

    + Learn and support all core functions of the operation: Mail, print, shipping and receiving, switchboard, and special events.

    + Provides exceptional customer service at all times.

    + Other duties as assigned by Director of Operations

    Qualifications:

    + 4-Year college degree is preferred; or equivalent experience in related field.

    + 2-3 Years progressively responsible work experience managing a large service/operations unit.

    + Strong proficiency in Microsoft Product Suite; Word, Excel, PowerPoint, Outlook, and Teams.

    + Demonstrated ability to partner with all levels of management and foster strong working relationships

    + Strong analytical skills to assess operations, problem solve, and develop appropriate solutions/improvements.

    + Exceptional leadership expertise and demonstrated track record of creating employee engagement, hiring, retaining, and developing staff.

    + Proven track record in a team environment, leading productive relationships with colleagues, team members, management, and clients.

    + Strong ability to plan, prioritize, and successfully execute multiple projects and deliverables with little or no oversight.

    + Demonstrated ability to manage remote teams

    + Demonstrated ability to balance tactical business needs with strategic decisions.