The Millennium Group
  • Chicago, IL, USA
  • Salary
  • Full Time

Eligible for: Medical Insurance, Dental Insurance, Vision Insurance, 401k, and more!


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.

The Enterprise Account Manager is responsible for providing leadership, operational support, ensuring TMG Best Practices compliance and client satisfaction. This role is responsible for the training/educating of associates, monitoring operations to ensure compliance within organizational requirements for performing general database management in support of client operations. Must possess management skills to handle multiple locations and be able to multitask in high-pressure situations.  Strong leadership skills along with communicating effectively with many different types of people. Travel will be required up to 25% of the time.

General Responsibilities including, but not limited to, the following:

  • Responsible for overseeing designated Site Managers to ensure that Service Level Agreements and Quality metrics are met in accordance with client objectives.
  • Review monthly Volume and Quality reports provided by Site Managers to ensure they are correct.
  • Monthly meet and partner with client site leadership to discuss Service Level Agreement and Quality results.
  • Partner with client leadership to discuss issues and recommend solutions quarterly.
  • Monitor and approve Labor timekeeping weekly.
  • Review, make recommendations, and approve annual Performance Reviews including Site Managers.
  • Maintain procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives.
  • Recommend streamlined workflow procedures and enhancements to existing systems.
  • Define, plan and monitor staffing requirements, work schedules and service objectives in accordance with client goals.
  • Recommend adjustments as necessary.
  • Partner with client to ensure the appropriate and consistent use of metrics and their definitions within the designed Sites.
  • Troubleshoot and resolve non-routine customer complaints, including informing Sr. Account Manager.
  • Hiring, training and evaluating employees in multiple functions; ensure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services.
  • Assist in managing the performance and development process for the Site Managers.

Qualifications:

  • 2 to 3 years progressively responsible work experience managing a large service/operations unit.
  • Demonstrated ability to partner with all levels of management and build strong working relationships
  • Strong analytical skills to assess operations and process problems and develop appropriate solutions/improvements
  • Excellent written communication and interpersonal skills;
  • Excellent people management skills, to include coaching and mentoring, and creating a work environment that attracts and retains high performing work teams;
  • Strong team building skills to include, candidate selection
  • Strong ability to plan, prioritize and successfully execute multiple projects and deliverables with little or no direction.
  • Demonstrated experience in leading remote teams
  • 1-2 years' experience with Microsoft Office Software (Word, Excel,).
  • Excellent computer skills; spreadsheets applications
  • Must be able to pass required background test

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The Millennium Group
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