Operations Supervisor

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

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 MarketSource 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

 

Essential Job Functions

 

·      Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that MarketSource is providing

·      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

·      Oversee employees (as applicable, production, staff, etc) performance to ensure a balance of optimum productivity and service level goals are maintained at all times

·      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

·      Implement changes in procedures, provide improvement feedback, or issue directives as necessary to assist in meeting goals and objectives

·      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.

·      Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility

·      Oversee performance assessment and management of assigned employees in a timely and accurate manner while adhering to department policies and procedures and perform analysis of performance assessment to provide actions plans to identify and resolve issues in a timely manner

·      Provide consultative advice to client regarding advance program functions which may include capabilities, ability to integrate programs (e.g., interactive, operator, sales, etc.) and available telecommunication features

·      Act as liaison between internal and external technical departments, client, and assigned client representative, as necessary

·      Assist in projecting department staffing levels necessary to meet customer expectations

·      Assist program leadership with reviewing all charges and ensuring they are accurate for respective portion of annual budget

Qualifications

Required Knowledge, Skills, and Abilities

 

·      Must be proficient with Microsoft

·      Strong analytical and decision-making skills

·      Excellent written, oral, and virtual communication skills

·      Excellent collaboration, team building and facilitation/training skills

·      Proficient in MS Office (Word, Excel, PowerPoint, etc.)

·      Ability to prioritize, organize, problem solve, meet deadlines and goals

·      Demonstrated ability to work in a team-oriented environment that is fair, open, and honest

·      Ability to tackle complex issues and develop innovative and practical solutions

·      Action and detail oriented; able to prioritize while handling multiple tasks

 

Job Requirements

 

·      Bachelor’s degree in business administration, marketing, related field, or equivalent experience in lieu of degree

·      Minimum 1 year supervisory or leadership experience

·      Demonstrated experience with increasing responsibility in business-to-business environment in sales, management, operations, MIS, client services or related field

·      Familiarity with Korn Ferry/Miller Heiman Strategic and Conceptual Selling or similar strategy highly desired

·      Minimum 20% travel to client locations with overnight stay

·      Based on assigned client and sites domestic and/or international travel may be required

·      Remote or in-office work is based on location assigned

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." Individual compensation offered for this position will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Posted Salary Range

USD $40,000.00 - USD $45,000.00 /Yr.