Client Operations Supervisor - BioMarin Pharmaceuticals

MarketSource•Milton, GA

About The Position

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.

Requirements

Bachelor's degree from an accredited college or university with major course work in business administration, marketing, or a related field required.
Minimum three years of increasingly responsible business administration experience including one year of supervisory experience required.
Minimum one year teleservices experience required.
Suite of office software package

Responsibilities

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 Salelytics 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.
Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that Salelytics is providing.
Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences.
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.
Maintain current and up-to-date knowledge of clients.
Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client.
Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions.
Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management.
Oversee employees (as applicable, production, staff, etc) performance to ensure a balance of optimum productivity and service level goals are maintained at all times.
Continually assess profitability and recommend actions to be taken if not meeting goals.
Implement changes in procedures, provide improvement feedback, or issue directives as necessary to assist in meeting goals and objectives.
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.
Monitor weekly employee attrition to ensure the group is at or below goal.
Ensure supervisory staff proactively follows the preventative attrition programs.
Oversee focus groups analyzing feedback and providing management recommendations in a timely manner.