Back Office Senior Supervisor

DATAMARK, Inc.; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading data management company is seeking a Senior Back Office Supervisor in Chennai. This role involves overseeing back office associates, ensuring compliance with client requirements, and monitoring performance standards. The ideal candidate will manage quality control, conduct evaluations, and provide training within a dynamic office environment. Strong leadership and communication skills are essential. This position is critical to maintaining operational goals and enhancing service quality.

Qualifications

• Experience managing a team of back office associates.
• Ability to monitor and improve performance standards.
• Strong communication skills for client interaction.

Responsibilities

• Oversee and assist back office employees in their duties.
• Monitor performance standards and provide feedback.
• Conduct timely performance evaluations and training.

Skills

Team management

Quality control

Performance evaluation

Training and coaching

Job description

The Senior Back Office Supervisor will oversee and assist back office employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. The Senior Back Office Supervisor will monitor performance standards and give feedback when necessary, to meet operational goals.

Requirements

• Manages a team of assigned back office associates and ensures they comply with client requirements through documented procedures, work instructions, and business rules.
• Monitors work guidance and performance measures to meet Back office Service Level Agreements for the assigned project.
• Monitors the quality of service provided through quality control reporting and client feedback.
• Conducts performance evaluations that are timely and constructive.
• Promptly requests approval for necessary staffing adjustments to management in order to meet daily productivity goals.
• Ensures that associates are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Identifies opportunities to update or improve back office procedures and makes recommendations to the Back Office Manager or other appropriate staff.
• Provides training, coaching, and employee work allocation for the assigned project.
• Assists and advises employees in the assigned project in resolving problems and issues that arise with internal and external customers.
• Communicates with the client to address any day-to-day operational concerns or issues of moderate scope for the assigned project as needed.
• Regularly reports project operational status and any operational concerns or issues to Management.
• Implements and enforces DATAMARK, Inc. and client policies and performance standards.