Office Services Manager

JOB SUMMARY

Forrest Solutions specializes in providing onsite outsourced solutions based on established best practices for managing non-core business contracted accounts. The Client Relations Manager plays a crucial role in maintaining high-quality services for clients by overseeing all service lines and adhering to established standards and procedures. The manager is responsible for training, motivating, and supervising staff to ensure the delivery of the exceptional Forrest Solutions experience.

JOB RESPONSIBILITIES

ESSENTIAL FUNCTIONS

Act as the daily support liaison between the client and Forrest Solutions, managing day-to-day operational requirements with onsite staff to ensure 100% client satisfaction.

Handle responses to requests, inquiries, and issue resolutions in a timely manner.

Ensure the site is fully staffed with qualified, motivated, and trained personnel.

Provide assistance to all client customers, aiming for a high level of service and satisfaction.

Enforce a strong partnership with the client through scheduled and unscheduled operational meetings, adherence to industry standards, and the provision of monthly activity reports.

Evaluate, design, and introduce new best practices in services, staffing, and technology regularly.

Identify key performance indicators and manage all Service Level Agreement (SLA) requirements.

Manage invoicing and billing between Forrest Solutions and the client.

Introduce cost savings and service enhancement initiatives to the client.

Conduct client satisfaction surveys for service evaluation and improvement opportunities.

Ensure that communication boards and/or binders, as well as checklists, are kept up to date.

Manage and promote cross-training and ongoing development for Forrest Solutions staff.

Encourage, recognize, and reward ongoing associate development.

Take responsibility for staffing decisions, including interviewing, hiring, mentoring, and performance management of employees.

Foster and promote a cooperative working climate to maximize productivity and employee morale.

Monitor Forrest Solutions staff time, attendance, dress code, and policies; coordinate scheduling and time-off coverage schedules for entire onsite operations.

Partner with People Solutions to manage all associate-related issues, policy administration, salary planning, promotions, recruiting, retention, and terminations as required.

JOB REQUIREMENTS

Strong leadership and people management skills are required, with a proven ability to assess performance, mentor, and counsel associates.

Excellent verbal and written communication skills are necessary.

Must be able to work under the pressure of time constraints and function in a flexible, constantly changing environment.

Effective time management and conflict resolution skills are required.

Proficiency in using Microsoft Office products and applications.