The Office Assistant Manager is responsible for closely overseeing the department's office team and their day-to-day operations. As Office Assistant Manager, you will serve as liaison between managers, employees, and customers. Supports operations by ensuring productivity levels are met, quality of service exceeds expectations, and communication standards are adhered to. Trains new team members and assists with coaching and employee development.
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â¢ Assists the Customer Support Manager and other members of the Management team in organizing, planning, and implementing strategy.
â¢ Represents the Customer Support Manager during their absence with employees and customers.
â¢ Prepares reports by collecting, analyzing, and summarizing operational data and trends.
â¢ Meets frequently with members of the Management team to provide updates on team performance and areas of improvement.
â¢ Knowledgeable of customer accounts, stakeholders, locations, and services provided.
â¢ Problem solves when situations escalate requiring involvement from management.
â¢ Understands team dynamics and coaches team members based on established department culture.
â¢ Conducts interviews with potential team members.
â¢ Trains new team members, develops training materials, and revises essential customer and procedural documentation to reflect updated requirements.
â¢ Verifies that employees have all necessary tools to be successful in their role.
â¢ Leads, coaches, develops, and ensures team member performance aligns with position requirements.
â¢ Documents key employee performance/behavioral matters and conducts termination meetings along with a member of the management team.
â¢ Coordinates activities for special projects between departments.
â¢ Communicates with customers and handles special requests and projects, as well as escalated situations.
â¢ Assists the office team when needed to complete projects on time.
â¢ Interacts and supports the Field team daily to ensure customer needs are met.
â¢ Observes office team and ensures policies and procedures are followed.
â¢ Adapts to changing work environment speed and demands.
â¢ Communicates changes with customer needs and process requirements promptly, effectively with team members.
â¢ Other duties as assigned.
â¢ 3+ years of proven managerial experience overseeing a team of 15+ employees; bachelor's degree is a plus
â¢ Experienced with MS Office (capable of preparing analytical reports, pivot tables)
â¢ Highly efficient and productive
â¢ Strong prioritization skills
â¢ Keen sense of urgency
â¢ Excellent at planning, coordinating, and organizing
â¢ Customer-focused and employee motivator
â¢ Great communicator (verbal and written); Strong presentation skills
â¢ Adapts and thrives with change
â¢ Critical thinker and decision maker
â¢ Personable leader
â¢ Professional with tact when engaging with customers and employees
â¢ Excellent attention to detail
â¢ Discrete with sensitive information (employee, department, company)