Back Office Assistant Manager Position Overview: The Back Office Assistant Manager is responsible for overseeing all production-related aspects of assigned project(s) and ensuring operational excellence. This role serves as a key liaison between DATAMARK and its clients, representing the organization in daily operational matters, performance discussions, and service delivery commitments. Primary Responsibilities • Oversee day-to-day operations by coordinating the workflow of Back Office Supervisors and ensuring production objectives are met. • Manage multiple production projects simultaneously, ensuring alignment with Service Level Agreements (SLAs), contractual requirements, and client expectations. • Monitor departmental performance, identifying opportunities to improve productivity, efficiency, and overall operational effectiveness. • Support employee performance management, including performance evaluations, coaching, discipline, and termination actions in accordance with company policy. • Serve as the primary day-to-day client contact, participating in regular client meetings and addressing operational concerns and service updates. • Develop and implement recovery and corrective action plans for missed SLAs or production issues, providing detailed analysis and solutions to clients. • Ensure quality standards are met by creating and maintaining quality management processes and tracking quality metrics. • Support financial and productivity metrics, including speed and efficiency, and implement systems to ensure Supervisors meet assigned targets. • Assist with hiring, training, and development, preparing Back Office Supervisors and Lead Operators for growth and promotional opportunities. • Prepare and present production data and reports, including workflow processes, improvement plans, and billing information, using tools such as PowerPoint. • Requirements Minimum Qualifications: High School Diploma or equivalent required, Bachelor’s Degree preferred At least 6 years of back office field experience with 4 of those years in a supervisory role. Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required Required Skills: • Excellent leadership and mentoring skills • Effective written and verbal communication skills • Extensive knowledge of back office procedures and principles • Demonstrated analytical/problem-solving skills • Provent· Excellent multi-tasking skills • Excellent interpersonal skills • Organized with attention to detail • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor • Ability to coach and mentor back office associates