Operations Supervisor

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

Summary

Responsible for overall performance and profitability of assigned Client Operations group establishing an excellent working relationship with assigned client contact; continuously strive to improve the level of overall service that MarketSource is providing while ensuring a balance of optimum productivity and service level goals are maintained at all times and ensuring adherence to company policies and procedures; review contract and RFP ensuring total understanding of scope of services being provided and financial and contractual parameters agreed upon ensuring assigned staff understand the unique needs of assigned client and how to exceed each client's expectations; proactively oversee the activities involved in quality resolution of performance and profitability issues relating to assigned client

Essential Job Functions

·      Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that MarketSource is providing

·      Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner

·      Oversee employees (as applicable, production, staff, etc) performance to ensure a balance of optimum productivity and service level goals are maintained at all times

·      Devise performance improvement measures and incentives, track and report results, and revise improvement programs or input on training to ensure all goals are met or exceeded successfully

·      Implement changes in procedures, provide improvement feedback, or issue directives as necessary to assist in meeting goals and objectives

·      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.

·      Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility

·      Oversee performance assessment and management of assigned employees in a timely and accurate manner while adhering to department policies and procedures and perform analysis of performance assessment to provide actions plans to identify and resolve issues in a timely manner

·      Provide consultative advice to client regarding advance program functions which may include capabilities, ability to integrate programs (e.g., interactive, operator, sales, etc.) and available telecommunication features

·      Act as liaison between internal and external technical departments, client, and assigned client representative, as necessary

·      Assist in projecting department staffing levels necessary to meet customer expectations

·      Assist program leadership with reviewing all charges and ensuring they are accurate for respective portion of annual budget

Qualifications

Required Knowledge, Skills, and Abilities

·      Must be proficient with Microsoft

·      Strong analytical and decision-making skills

·      Excellent written, oral, and virtual communication skills

·      Excellent collaboration, team building and facilitation/training skills

·      Proficient in MS Office (Word, Excel, PowerPoint, etc.)

·      Ability to prioritize, organize, problem solve, meet deadlines and goals

·      Demonstrated ability to work in a team-oriented environment that is fair, open, and honest

·      Ability to tackle complex issues and develop innovative and practical solutions

·      Action and detail oriented; able to prioritize while handling multiple tasks

Job Requirements

·      Bachelor’s degree in business administration, marketing, related field, or equivalent experience in lieu of degree

·      Minimum 1 year supervisory or leadership experience

·      Demonstrated experience with increasing responsibility in business-to-business environment in sales, management, operations, MIS, client services or related field

·      Familiarity with Korn Ferry/Miller Heiman Strategic and Conceptual Selling or similar strategy highly desired

·      Minimum 20% travel to client locations with overnight stay

·      Based on assigned client and sites domestic and/or international travel may be required

·      Remote or in-office work is based on location assigned

Additional Information

• 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)

Posted Salary Range