Back Office Service Manager

Back Office Service Manager

Tryfacta is a leading, nationally renowned Workforce Management Solution provider for private & public sector firms across the US. We specialize in Healthcare, IT, Business Support, and Professional & Craft/Light Industrial ecosystems. Founded in March 1996, we have a presence in all 50 States. Tryfacta has Ranked number 1 as one of the fastest-growing companies by Inc. Magazine (Inc. 5000)! Tryfacta is certified by the Joint Commission for Healthcare Staffing Services & has numerous ISO Certifications that capture our commitment to continuous improvement.

Tryfacta is seeking a Back Office Service Manager for our client in Houston, TX 77040. This is a temporary contract assignment. If you meet the qualifications listed below and are interested, please Apply Now!

Location: Houston, TX 77040

Duration: Long-term

Work Schedule: Any 8-hour shift between 7 am and 7 pm

The Back Office Services Manager performs highly advanced managerial work administering the daily operations and activities of the administrative Back Office Services functions. Primary responsibilities include, but are not limited to, formulating or assisting in the creation of policies and procedures that have the potential to significantly impact other sections. Oversees creating, reviewing, and confirming that the section's processes are effective and efficient, while ensuring that customer service quality levels consistently meet established agency standards. Provides leadership, motivation, training, evaluation and supervision of employees. Will have the authority to recommend transfer, suspension, promotion, discharge, recognition or discipline for subordinate employees. Interfaces with the public, corporations, and other County departments. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

Responsibilities for this position include, but are not limited to:

• Provides leadership, motivation, training, evaluation and supervision of employees.
• Facilitates collaboration with primary management in recommending appropriate action to address performance and conduct issues.
• Prepares and delivers performance reviews for assigned staff.
• Develops action plans and strategies for continuous improvement and provides ongoing mentorship and support for immediate section staff.
• Manages day-to-day activities of staff within a large and highly complex business function that includes telephone and customer services, administrative services, inventory, and mail service.
• Identifies and analyzes situations, conducts research and gathers information for key issues that need to be addressed.
• Oversees the allocation of resources, establishes workload, workflow deadlines, work objectives, and time utilization along with primary management staff to meet established agency goals.
• Responsible for interfacing with various county departments and financial institutions as well as reviewing security controls over financial processes associated with the BOS operations.

To be considered for this position, you should have:

• Knowledge of administrative, management principles, and best practices to direct, supervise, and coordinate the work of a large group of employees engaged in a variety of tasks.
• Knowledge of Texas State laws and requirements for toll violation processing.
• Extensive knowledge of the services, functions, operational policies and procedures of the section.
• Knowledge of electronic toll collection/violation enforcement operations and procedures.
• Knowledge of basic arithmetic.
• Effective verbal and written communication and interpersonal skills.
• Strong customer service skills.
• Good analytical and organizational skills.
• Ability to plan, organizes, and coordinates work assignments.
• Ability to make decisions and delegate authority.
• Ability to prepare accurate correspondence and comprehensive reports.
• Ability to coordinate planning and assess budgetary needs.
• Skills in using logic and reasoning.
• Proficient PC operating skills (keyboard, mouse) with working knowledge of MS Office to include Word and Excel, and databases.
• Excellent time management, organizational and multi-tasking capabilities.
• Ability to be flexible and goal-oriented.
• Effective communication and listening skills.

Physical Demands

• The position frequently requires stooping or bending.
• Occasional very light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Required Education / Experience

• High school diploma or G.E.D. equivalent from an accredited institution required.
• Minimum five (5) years of supervisory or managerial experience in a customer service/relations environment role with increasing responsibility to include experience of toll road authority operations, including tag and violation operations, and handling escalated accounts.

Tryfacta is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.