Mailroom Operations Manager

JOB SUMMARY:

Directs and coordinates activities of team members engaged in the receipt, processing and delivery of inbound and outbound mail by performing the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following. Other duties may be assigned.
•Monitor performance of team members against standards by reviewing a minimum number of processed items weekly; coach/mentor team members using data received from variety of sources.
•Maintain performance records/reports of team. Review reports to ascertain productivity status and to evaluate effectiveness of current policies and procedures.
•Perform or assist staff in performing department duties as required dependent upon workload.
•Identify and recommend team members who require training in advanced topics or remedial training with appropriate documentation on performance weakness and strengths.
•Ensure that team members follow all outlined procedures, verifying and updating account information, properly coding accounts, responding to correspondence and preparing documents.
•Supervise customer complaints and/or escalated concerns, attempting to resolve at first notice when possible.
•Participate in all required training and ensure compliance with training and regulatory requirements across areas of organizational responsibility. Identify violations of FDCPA, FCRA or other company policies and practices to keep supervisor advised of potential acts that may result in litigation against the company.
•Maintain appropriate staffing levels for team and in compliance with company policies; maintain/update time and attendance information in automated software; approve paid time off in accordance with company policies; approve hours worked for payroll of team members.
•Prepare monthly scorecards and annual reviews, making recommendations for salary changes; prepare change of status reports for employees assigned to department; prepare and document disciplinary actions.
•Publish weekly management status report of work accomplished and tasks still outstanding for month.
•Work with Human Resources to adhere to and administer all company policies, including the Corrective Action and Progressive Discipline Policy. Administer verbal and written counseling to correct inappropriate behavior and conduct.
•Actively participate with Human Resources in all levels of the talent acquisition and management process; submit necessary paperwork (electronic or physical) to grant and/or remove access for all newly hired or recently separated employees.
•Conduct performance counseling and coaching on a periodic basis with team members. Establish and maintain an environment that encourages team work and individual efforts and ethical behavior.
•Exhibit effective verbal and written communication skills to ensure flow of information up and down the chain of authority.
•Maintain a professional demeanor with employees, visitors, guests and vendors

SUPERVISORY RESPONSIBILITIES:


Responsible for the overall direction, coordination, and evaluation of this unit. Supervises a team of non-supervisory, non-exempt employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include participating in interview process and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

External candidates must have at least one year experience with a similar type of mail processing unit immediately prior to joining our company and have supervised representatives. Preferred qualifications are a minimum of 3-5 years experience in a high volume mail processing position with at least 3 years supervisory experience. All candidates must be skilled with the use of such Microsoft products as Outlook, Word, and Excel.

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