Administrative Operations Manager
3 weeks ago
Job Summary: We are seeking a highly organized and proactive Office Manager to oversee daily operations, staff management, and customer service functions at Strategic Talent Partners.
Key Responsibilities:
Daily Office Operations:
- Manage phone calls, chats, emails, and internal communications to ensure smooth workflow and coordination.
- Delegate tasks to customer service representatives, ensuring a balanced workload and prioritizing daily, weekly, and monthly tasks as needed.
- Purchase office supplies and equipment, manage scheduling, and ensure timely correspondence.
- Approve employee timecards for payroll and handle escalated customer issues when necessary.
Staff Management & Development:
- Supervise and support a team of customer service representatives, monitoring daily productivity and ensuring high-quality customer service.
- Promote staff development through coaching and one-on-one meetings, and performance improvement plans.
- Lead quarterly and annual performance reviews, manage disciplinary actions, and uphold company policies such as attendance.
- Conduct interviews for new hires.
Customer Service & Call Center Management:
- Ensure the customer service team handles residential and commercial calls effectively, routing commercial calls to the appropriate team.
- Step in to assist with customer calls as needed and ensure customer service representatives are fully trained and able to manage workloads.
- Coach staff on best practices for handling customer inquiries, with a focus on maximizing efficiency and customer satisfaction.
Tracking Metrics & Reporting:
- Monitor key performance indicators (KPIs) including sales, call volume, move-ins/move-outs, and productivity metrics.
- Prepare performance and productivity reports for management, identifying areas for improvement and action plans.
Event & Conference Planning:
- Assist with preparing for and attending conferences.
- Organize and coordinate company events such as holiday parties and manager meetings.
Company Culture:
- Foster a work environment that prioritizes employee well-being, growth, and positive team dynamics.
Qualifications:
- Proven experience in office management, customer service, or call center management.
- Strong organizational, multitasking, and communication skills.
- Proficient in Microsoft Teams, Excel, and other Windows-based software.
- Ability to implement new systems, analyze productivity metrics, and coach staff.
Work Environment:
- Full-time position, Monday to Friday, with some flexibility required for events, conferences, and urgent issues.
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