Onsite Call Center Operational Team Lead

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the worlds 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.

The Operations Team Lead is responsible for supervising activities of the assigned client operations team to ensure quality performance in-depth product knowledge and adequate staffing in order to exceed the clients goals and objectives. This role oversees the activities of assigned staff employees by ensuring the function is efficiently performed in a quality-oriented environment reflecting the companys values; ensures employees receive continuous development in order to improve ability to service the client; and assists with identifying areas where additional training is needed based on team performance.

Essential Job Functions

• Monitor track and report on team performance metrics to ensure operational efficiency and goal attainment
• Coach and develop team members through performance feedback training and development planning
• Oversee customer issues resolution ensuring timely accurate documentation and high-quality service delivery Ensure compliance with company policies procedures and applicable employment laws and regulations
• Monitor team engagement and turnover trends and implement strategies to support retention and performance quality
• Ensure appropriate team coverage and availability to support client product and operational needs in alignment with departmental policy and procedures
• As needed process various customer service focused tasks which may include escalated phone calls for assigned clients and program in accordance with policies procedures quality standards and federal laws and regulations.
• Participate in the development of strategies to find optimal solutions to compensate attract and retain the talent necessary to achieve established goals and objectives

Required Knowledge Skills and Abilities

• Basic knowledge of MS Word Excel required This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers telephones and printers
• The nature of the work in this position is sedentary and the incumbent will be sitting most of the time
• 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
• Essential mental functions of this position include concentrating on tasks reading information and verbal/written communication to others continuously throughout the workday
• Ensure adherence to departmental and corporate policies
• Continually assessing personal management skills determining strengths and developing a plan to address areas for growth
• Support client-facing meetings and business reviews as needed including preparation participation or follow-up to contribute to client satisfactions and business objectives

Job Requirements

• High School or GED diploma required
• Bachelors 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 in operations sales customer service business administration health care required based on assigned area
• Minimum of one year supervisor or team lead experience preferred
• Remote or in-office work is based on location assigned

• 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)