Client Operations Supervisor (Boston Scientific Watchman)

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

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

Operations Supervisor Job Description This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required. o Respond to 24-hour/7-day-per-week service needs as required o Lead or participate in activities of a project nature ensuring all projects or project tasks are completed within established deadlines o Establish and coordinate departmental objectives as they relate to corporate goals by implementing plans and programs for their attainment o Develop project management skills among subordinates • Employee and Personal Leadership Development - 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. o Promote employee development by establishing performance measures that encourage employees to excel o Continually assess personal management skills determining strengths and developing a plan to address areas for growth o Participate in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objectives o Review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals o Assist staff with establishing and attaining career development goals o Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility o Conduct formal appraisals and performance reviews o Comply with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines o Understand and support AAP policies and goals o Review and recommend suggestions to management when updates to job descriptions are required as responsibilities change • Performance Assessment Functions - Oversee performance assessment of assigned employees in a timely and accurate manner while adhering to department policies and procedures o Ensure understanding of Direct Measures of Quality (DMOQ goals) and how they relate to quality assurance role and assessment of production staff o Perform analysis of performance assessment to provide actions plans to identify and resolve issues in a timely manner o As necessary, oversee client remote monitoring sessions and evaluation of remote sessions • Advanced Program Functions - 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 o Analyze program and recommend features which will ensure program meets client's objectives o As required, assist in creating project plan which may include documenting recommendation including features, costs, and implementation timeframe o Communicate limitations and capabilities which includes an understanding of backend and online functions and how they apply to program o Act as liaison between internal and external technical departments, client, and assigned client representative, as necessary Operations Supervisor Job Description This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required. o Communicate and continually update client on programming timeframes • Training Functions - 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.) o Monitor training schedules to ensure the appropriate level of training is achieved in the most efficient and timely manner o Oversee creation of training calendars as established by departmental procedures including coordination of all other departments which need to participate in training o 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 o 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 o Ensure the continuous updating of training materials o Continually evaluate course content for potential improvements that increase quality of training • Budget Assistance - Assist supervisor with reviewing all charges and ensuring they are accurate for respective portion of annual budget o Review the monthly variance reports resolving any discrepancies o Assist in projecting department staffing levels necessary to meet customer expectations o Assist with staffing level projections necessary to meet customer expectations • Team Interfaces - Establish and maintain a professional relationship with team members and department contacts o Cooperate with team members to meet goals or complete tasks o Escalate work flow and communication issues to supervisor o Treat all internal/external customers and team members with dignity/respect • Mental and Physical Requirements o This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers o The nature of the work in this position is sedentary and the incumbent will be sitting most of the time o Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the workday o Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the workday • Related Duties as Assigned o The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents Operations Supervisor Job Description This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required. o Consequently, job incumbents may be asked to perform other duties as required o Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above o Please contact your local Employee Relations representative to request a review of any such accommodations o Responsible for properly using, maintaining, and returning upon request any company equipment and assets issued by Salelytics.

Qualifications

Minimum Qualifications: Applicant for this job will be expected to meet the following minimum qualifications. Education • 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 Experience • Minimum three years of increasingly responsible business administration experience including one year of supervisory experience required • Minimum one year teleservices experience required Other • Suite of office software package

Additional Information

MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email HR@marketsource.com.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

• 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)

San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.Unincorporated Los Angeles County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Where applicable, in accordance with the Los Angeles County Fair Chance Ordinance for Employers, Candidates must satisfy all pre-employment screening criteria and may be disqualified due to criminal history because the requirements of this position, as outlined above, may include: access to valuable company assets; exercise of good judgment and performance of duties safely under work conditions that may be stressful including under supervision of client; access to sensitive personal or financial information; and/or access to objects that may be used to inflict injury or harm to others.