Client Operations Supervisor (Boston Scientific Watchman)

MarketSource•Remote,

11d•Onsite

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.
Equivalent work experience in a similar position may be substituted for educational requirements.
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.
Respond to 24-hour/7-day-per-week service needs as required.
Lead or participate in activities of a project nature ensuring all projects or project tasks are completed within established deadlines.
Establish and coordinate departmental objectives as they relate to corporate goals by implementing plans and programs for their attainment.
Develop project management skills among subordinates.
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.
Review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals.
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 formal appraisals and performance reviews.
Comply with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines.
Understand and support AAP policies and goals.
Review and recommend suggestions to management when updates to job descriptions are required as responsibilities change.
Oversee performance assessment of assigned employees in a timely and accurate manner while adhering to department policies and procedures.
Ensure understanding of Direct Measures of Quality (DMOQ goals) and how they relate to quality assurance role and assessment of production staff.
Perform analysis of performance assessment to provide actions plans to identify and resolve issues in a timely manner.
As necessary, oversee client remote monitoring sessions and evaluation of remote sessions.
Provide consultative advise to client regarding advance program functions which may include capabilities, ability to integrate programs (e.g., interactive, operator, sales, etc.) and available telecommunication features.
Analyze program and recommend features which will ensure program meets client's objectives.
As required, assist in creating project plan which may include documenting recommendation including features, costs, and implementation timeframe.
Communicate limitations and capabilities which includes an understanding of backend and online functions and how they apply to program.
Act as liaison between internal and external technical departments, client, and assigned client representative, as necessary.
Communicate and continually update client on programming timeframes.
May oversee assigned staff and participate, as necessary, in the activities involved in providing quality training for Client Operations employees (as applicable, production, staff, etc.).
Monitor training schedules to ensure the appropriate level of training is achieved in the most efficient and timely manner.
Oversee creation of training calendars as established by departmental procedures including coordination of all other departments which need to participate in training.
Monitor progress of training to ensure Client Operations employees are thoroughly prepared to handle new tasks or assignments after receiving training and identify and implement retraining when necessary.
Review all written training materials (e.g., training guide, forms, quizzes, handouts, etc.) ensuring course content is relevant, pertinent, and includes the incorporation of changes to policies and procedures.
Ensure the continuous updating of training materials.
Continually evaluate course content for potential improvements that increase quality of training.
Assist supervisor with reviewing all charges and ensuring they are accurate for respective portion of annual budget.
Review the monthly variance reports resolving any discrepancies.
Assist in projecting department staffing levels necessary to meet customer expectations.
Assist with staffing level projections necessary to meet customer expectations.
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.
Responsible for properly using, maintaining, and returning upon request any company equipment and assets issued by Salelytics.