Onsite - Call Center - Operational Team Lead at MSC in US-TX-San Antonio

Job description

• 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

• 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 client's 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 company’s 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.
• 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

Requirements

• Qualifications
• 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
• High School or GED diploma required
• 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 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

Skills

Required

• Coaching and developing team members
• Performance feedback
• Customer service
• Communication
• Problem-solving
• Leadership
• Team engagement
• Retention strategies
• MS Word
• Excel

Benefits

• 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)
• 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.