08/10/26 - Operations Team Lead - Onsite Jacksonville, FL - $25

MarketSource•, FL

6d•$25 - $25•Onsite

About The Position

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.

Requirements

High School or GED diploma required.
Minimum of one year in operations, sales, customer service, business administration, health care required, based on assigned area.
Basic knowledge of MS Word, Excel required.

Nice To Haves

Bachelor's degree from an accredited college or university with major course work in business administration, marketing, or a related field preferred.
Equivalent work experience in a similar position may be substituted for education requirements.
Minimum of one year supervisor or team lead experience preferred.

Responsibilities

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.
Ensuring the availability of staff to answer procedure and product related questions in a timely and accurate manner ensuring adherence to departmental policy and procedures.
Reviewing available resources throughout shift, including productivity and call volume reports, to accurately maintain staffing efficiency.
Knowing and supporting approved departmental and corporate policies relating to business procedures, philosophies, and conduct, ensuring that all efforts are made to meet or exceed Company goals.
Monitoring weekly employee attrition for assigned team to ensure it is at or below goal.
Ensuring reports are created, printed, and distributed in a timely and accurate manner.
Ensuring consistency in the implementation and enforcement of operational policies/procedures within assigned areas of responsibility.
Coaching, developing, and mentoring subordinates to achieve quality performance while continuing to develop personal management skill necessary to lead staff and handle unique management challenges.
Promoting employee development by establishing performance measures that encourage employees to excel.
Continually assessing personal management skills determining strengths and developing a plan to address areas for growth.
Participating in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objectives.
Assisting staff with establishing and attaining career development goals.
Ensuring that employee training is effectively conducted for all positions throughout assigned area of responsibility.
Conducting appraisals and performance reviews.
Ensuring compliance with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines for staff located within the United States.
Complying with individual country employment laws and regulations based on location of staff.
Reviewing and recommending suggestions to management when updates to job descriptions are required as responsibilities change.
Overseeing the activities of assigned staff employees by ensuring the function is efficiently performed in a quality-oriented environment reflecting the West values.
Ensuring staff employees receive continuous development training after initial training has been completed in order to improve ability to service the client.
Assisting with identifying areas where additional training is needed based on performance of assigned staff employees.
Preparing and conducting timely performance appraisals of direct reports.
Maintaining current performance information for assigned staff employees.
Coaching, training, and developing subordinates to achieve quality performance.
Participating in monthly roundtable sessions with staff employees to gauge morale and make recommendations to management to ensure the cohesiveness of the team.
Supervising development of employee appreciation and recognition programs and activities for team.
Proactively overseeing the activities involved in quality resolution of problems related to area of responsibility.
Responding with a sense of urgency to problems escalated to employee's level.
Escalating to supervisor any situation outside the employee's control that could adversely impact the services being provided.
Placing the highest priority on providing quality client service by overseeing all activities of staff, ensuring the unique needs of clients are met.
Ensuring quality resolution and thorough and accurate documentation of clients issues.
Providing analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems.
Participating in creating, administering, and continuously updating procedures for resolution of all related issues.
Establishing and maintaining a professional relationship with team members and department contacts.
Cooperating with team members to meet goals or complete tasks.
Escalating work flow and communication issues to supervisor.
Treating all internal/external customers and team members with dignity/respect.