Work From Home - Operations Team Lead

Overview

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.

 

Responsibilities

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 overs