Own frontline staffing, coaching, and policy enforcement to deliver client outcomes while maintaining compliance and continuous employee development across a multi-country team.

Operations Leadership: Own staffing efficiency, coaching, and performance development to meet client goals.
Compliance and Policies: Ensure adherence to EEO/AA and country laws and consistent policy enforcement.
Reporting and Training: Ensure timely reports and ongoing training across the assigned area.

Job Description

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
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
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

High School or GED diploma required
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 required
Basic knowledge of MS Word, Excel required

Bachelor's degree from an accredited college or university with major course work in business administration, marketing, or a related field preferred.

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)

MarketSource

3.3 Glassdoor

MarketSource is a sales acceleration and customer experience company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize and execute 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.MarketSource is an Allegis Group company.

Founded in 1975

Alpharetta, Georgia, USA

4.8K employees (90 in marketing)

www.marketsource.com

59% recommend to a friend

66% CEO approval