Production and Check-in Coordinator Assistant Manager AuthorHouse

Job Description:


Responsible for the day-to-day operations of the Check-in Coordinator (CiC) group. The Production & CiC Assistant Manager is responsible for the customer service experience at the front line and monitors and coaches all employees to ensure superior customer satisfaction while meeting all customer service and timeliness goals. Will be a key person in the escalation chain for authors with issues they want a manager to address.

Duties

Assign/Manage CiC workload

Maintain and report daily performance metrics

Train incoming agents (incl. Cebu office)/analyze and advise on daily issues

Provide feedback to VP about systemic issues and work to address

Monitor scheduling process to ensure books enter production pipeline within established

timelines and to ensure balanced distribution of incoming work

Cover duties for PTO of production and CiC employees

Secondary/Occasional Duties:

Issue escalation, training meetings, interoffice communications, and employee time-management

Help review author materials on an as-needed basis and answers inquiries regarding technical feasibility of projects


Job Requirements:


Education: High school diploma or equivalent.

Experience: No less than 12 months experience working at Author Solutions, Inc.

Specific Skills: Superior knowledge of MS Word, Excel, PowerPoint, Outlook e-mail, Internet use, and typing skills at 50 WPM

Physical Skill: Sufficient manual and digital dexterity to work with a computer, keyboard, mouse, monitor, and phone pad.

Working Conditions: 8:00 am 5:00 pm core schedule with frequent flexibility for start and ending times. Additional hours and/or overtime depending on the position may be required due to business needs. Other duties may be required as assigned.

The above description reflects general functions of the job and is not to be construed as inclusive of every work requirement that may be inherent in the job.

Location:	1663 Liberty Drive Suite 200 Bloomington, IN 47403 United States