Reporting directly to the Operations Manager of Post-Production, this role serves as the point person for job order distribution within his/her assigned shift. He/she is responsible for supporting post-production teams in maintaining an efficient business operation and performs cross-functionalities with different departments.
Responsibilities
- Supports the Operations Manager in attaining maximum utilisation of full-time and contractor manpower resources through job order dispatching
- Serves as the point of contact for job order distribution within the assigned shift
- Ensures workload balancing of post-production staff on a daily basis
- Pre-processes incoming service request emails of clients and/or suppliers to ensure instructions are clear and complete prior to uploading in the production system
- Follows up with providers on late uploads
- Routes clients special instructions to the appropriate teams
- Chases jobs that exceed the set internal deadlines and assigns additional support as necessary
- Monitors job progress within the system and escalates service orders that cannot be completed within agreed SLAs
- Escalates attendance issues and other operations concerns to management
- Ensures all jobs are completed or endorsed to the incoming team prior to closing the shift
- Prepares staff attendance reports and other pertinent documentation as necessary
- Reports system issues to IT/Product team
- Carries out other responsibilities as directed by management
Qualifications
- Bachelor's degree in Management, Business Administration, Communications or related field
- Minimum 2 year of proven work experience in operations, account management or in relevant field
- Knowledge of help desk systems or ticketing solutions, previous experience is preferred
- Demonstrated passion for customer service and an innovative approach to address complex and challenging situations
- Excellent working knowledge in formulating accurate reports and documentation
- Ability to work and adapt in a continuously growing and fast-paced environment
- Knowledge in Microsoft and/or GSuite applications
- Experience in the real estate marketing industry is preferred, but not required.
- Willing to work in mid or night shift
