Account Manager

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry

Responsibilities:

• Responsible for managing services in multiple states/locations to ensure that Service Level Agreements (SLAs) and quality metrics are met in accordance with client objectives.
• Ensure office services are being handled according to expectations and with necessary expediency; manages workflow and productivity.
• Supervise staff including daily activities, goal setting, team meetings, performance reviews, hiring, and disciplinary actions when needed.
• Monitor and approve time cards weekly across the account; mitigates overtime, prepares payroll reports.
• Captures and reports volumes for services provided; prepares monthly and quarterly reports.
• Partners with client leadership to discuss issues and recommends solutions; ensures that the appropriate and consistent use of metrics and their definitions within the designated sites.
• Ensure training materials and standard operating procedures are developed, implemented, and maintained and that staff is properly trained and cross trained to support the delivery of client products and services.
• Ensures staff is meeting quality and productivity standards at all times; production targets are met daily, weekly, and monthly.
• Ensures compliance within all regulatory and contractual requirements.
• Able to identify and recommend service enhancements and value adds for the client/account.
• Troubleshoot and resolve non-routine client complaints; informs and collaborates with Operations Manager
• Learn and support all core functions of the operation; mail, print, shipping, and receiving
• Completing other tasks as may be assigned by TMG management

Qualifications:

• 4-Year college degree is preferred; or equivalent experience in related field.
• 2-4 Years progressively responsible work experience managing service/operations unit.
• Strong proficiency in Microsoft Product Suite; Word, Excel, PowerPoint, Outlook, and Teams.
• Exceptional customer service skills; adaptable to a dynamic environment while possessing strong interpersonal skills; has superior verbal and written customer service skills.
• Demonstrated ability to partner with all levels of management and foster strong working relationships both with internal and external stakeholders.
• Strong analytical skills to assess operations, problem solve, and develop appropriate solutions/improvements.
• Exceptional leadership expertise and demonstrated track record of creating employee engagement, hiring, retaining, and developing staff.
• Proven track record in a team environment, leading productive relationships with colleagues, team members, management, and clients.
• Strong ability to plan, prioritize, and successfully execute multiple projects and deliverables with little or no oversight.
• Flexible and able to juggle multiple, and at times, conflicting priorities
• Maintains confidentiality while working with highly sensitive materials
• Demonstrated ability to manage remote teams
• Demonstrated ability to balance tactical business needs with strategic decisions.
• Able to walk, bend, kneel, stand, and/or sit for extended periods of time
• Ability to lift up to 50 pounds

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