MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments. 

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

Responsible for supervising activities of assigned client operation team to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed the client's goals and objectives; oversee the activities of assigned staff employees by ensuring the function is efficiently performed in a quality-oriented environment reflecting the West values; ensure staff employees receive continuous development training after initial training has been completed in order to improve ability to service the client; assist with identifying areas where additional training is needed based on performance of assigned staff employees

Client Operations Functions 

• Responsible for supervising activities of assigned client operation team to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed the client's goals and objectives
• Ensure the availability of staff to answer procedure and product related questions in a timely and accurate manner ensuring adherence to departmental policy and procedures
• Review available resources throughout shift, including productivity and call volume reports, to accurately maintain staffing efficiency
• Know and support approved departmental and corporate policies relating to business procedures, philosophies, and conduct, ensuring that all efforts are made to meet or exceed Company goals
• Monitor weekly employee attrition for assigned team to ensure it is at or below goal
• Ensure reports are created, printed, and distributed in a timely and accurate manner
• Ensure consistency in the implementation and enforcement of operational policies/procedures within assigned areas of responsibility

Employee and Personal Leadership Development 

• Coach, develop, and mentor subordinates to achieve quality performance while continuing to develop personal management skill necessary to lead staff and handle unique management challenges
• Promote employee development by establishing performance measures that encourage employees to excel
• Continually assess personal management skills determining strengths and developing a plan to address areas for growth
• Participate in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objectives
• Assist staff with establishing and attaining career development goals
• Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility
• Conduct appraisals and performance reviews
• For staff located within the United States ensure compliance with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines
• Comply with individual country employment laws and regulations based on location of staff
• Review and recommend suggestions to management when updates to job descriptions are required as responsibilities change

Staff Leadership

• Oversee the activities of assigned staff employees by ensuring the function is efficiently performed in a quality-oriented environment reflecting the West values
• Ensure staff employees receive continuous development training after initial training has been completed in order to improve ability to service the client
• Assist with identifying areas where additional training is needed based on performance of assigned staff employees
• Prepare and conduct timely performance appraisals of direct reports
• Maintain current performance information for assigned staff employees
• Coach, train, and develop subordinates to achieve quality performance
• Participate in monthly roundtable sessions with staff employees to gauge morale and make recommendations to management to ensure the cohesiveness of the team
• Supervise development of employee appreciation and recognition programs and activities for team

Problem Resolution

• Proactively oversee the activities involved in quality resolution of problems related to area of responsibility
• Respond with a sense of urgency to problems escalated to employee's level
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
• Place the highest priority on providing quality client service by overseeing all activities of staff, ensuring the unique needs of clients are met
• Ensure quality resolution and thorough and accurate documentation of clients issues
• Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
• Participate in creating, administering, and continuously updating procedures for resolution of all related issues

Team Interfaces

• Establish and maintain a professional relationship with team members and department contacts
• Cooperate with team members to meet goals or complete tasks
• Escalate work flow and communication issues to supervisor
• Treat all internal/external customers and team members with dignity/respect

Mental and Physical Requirements 

• This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers
• The nature of the work in this position is sedentary and the incumbent will be sitting most of the time
• Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day
• Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day

Related Duties as Assigned 

• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
• Consequently, job incumbents may be asked to perform other duties as required
• Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
• Please contact your local Employee Relations representative to request a review of any such accommodations

Applicants for this job will be expected to meet the following minimum qualifications. Education

• High School or GED diploma required
• Bachelor's degree from an accredited college or university with major course work in business administration, marketing, or a related field preferred. Equivalent work experience in a similar position may be substituted for education requirements

Experience

• Minimum of one year in operations, sales, customer service, business administration, health care required, based on assigned area
• Minimum of one year supervisor or team lead experience preferred

Other

• Basic knowledge of MS Word, Excel required

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)