Job description
Position Summary:
Manages office operations to assure good customer relations, maximum efficiency, quality control and a safe, harmonious working environment. This professional role is responsible for leading the CSR Team with a problem-solving approach and solid decision making abilities.
Essential Functions:
- Recruits for and staffs the office with qualified personnel.
- Supervises, trains and develops the office staff to ensure a high level of customer service. Holds weekly huddles with team.
- Assists customers who have questions, problems or complaints that cannot be resolved by Customer Service Representatives.
- Conducts performance evaluations and completes performance scorecard. Makes wage recommendations to the General Manager.
- Prepares and submits payroll information and benefit changes for the district.
- Participates in department head meetings and conducts monthly coaching meetings.
- Promotes a sense of teamwork and a high standard of professionalism.
- Gains a thorough knowledge and understanding of computer systems, reports, programs, promotions, human resource issues, and company policies and procedures. May also periodically assist in the development of new district reports and reporting procedures.
- Provides coaching, training, leadership, coordination and support in areas such as: Employee orientation, employee development, sales involvement, district outings or parties, ergonomics - office safety, workers’ compensation, and annual budgets.
- Understands state and/or federal laws pertaining to sales and use taxes, sexual harassment, workers’ compensation, payroll, and video display terminal training requirements.
Other Tasks:
Assists with special projects and other work-related duties as assigned.
Contacts:
This position deals frequently with customers, the office staff, other department heads, the district manager, outside vendors and support departments.
Education:
A college degree or a combination of education and experience is required.
Experience:
The Office Manager should have several years of previous experience in a supervisory role in an office environment.
Equipment and Tools Used:
Basic office and computer related equipment.
Decisions Made:
This position makes office staffing decisions. Resolves office situations and addresses customer concerns.
Safety Considerations:
All safety is a concern to the Office Manager, although a main safety concern for the entire office staff relates to proper ergonomics while working at a video display terminal.
Other Attributes Required:
- Strong written and oral communication skills
- Good judgement and the ability to make decisions
- Organizational and analytical skills
- Ability to delegate and follow-up
- Ability to develop and deliver training modules
- Strong leadership and coaching skills
Work Environment:
The work environment is a fast-paced office setting.
Physical Requirements Analysis:
- Frequent sitting and some standing.
- Must be able to write and to work with multiple computer applications.
- There is frequent communication involving speaking, writing, e-mail and listening.
Weight or Force Moved:
Must be able to lift up to 35 pounds.
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