Team Leader (Supervisor)

Role Overview: Coaches and develops team of agents/representatives to achieve their individual performance goals as well as team goals by performing the following duties.

Key Responsibilities: include the following. Other duties may be assigned.  

• Sets expectations and leads team to achieve performance goals as established by leadership
• Coaches and develops team of agents/representatives to achieve performance objectives
• Administers Performance Management Process as needed to develop agent performance and behavior.
• Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, customer service/ records retrieval techniques and compliancy guidelines.
• Issues written and oral counseling for breach of conduct as outlined in the employee handbook.
• Responsible for periodic evaluations on all team members/ACT’s
• Exhibits teamwork by building strong relationships with peers, superiors, and team members
• Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting
• Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.

• Directly supervises approximately 15 FTE's on a Campaign in the Operations Department.  
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 
• Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments. 
  
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. 
  
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.  
  
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
  

 Knowledge of:  Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook. 

Required Qualifications & Experience:

• Bachelor's degree from four-year College or university.
• One to two years related experience and/or training; or equivalent combination of education and experience. 
• Managed email/ chat programs.
  
• Mandatory CSAT program experience

Account Leader

Role Overview: Manages sales activities of assigned programs and campaigns by performing the following duties personally or through subordinate supervisors.

Key Responsibilities: include the following. Other duties may be assigned. 

• Assigns Sales Coaches to work as leads for campaigns; oversees direction of all Sales Coaches, Assistant Sales Coaches respective campaigns and programs. 
• Develops and implements strategic sales plans to accommodate corporate goals.
• Directs sales forecasting activities and sets performance goals accordingly.
• Works closely with Vendor manager (client) to review market analyses in determining customer needs, price schedules, and discount rates.
• Directs staffing, training, and performance evaluations to develop and control sales program.
• Directs channel development activity and coordinates sales distribution by analyzing call distribution, hours/call commitments with customer, and current staffing.
• Works as a Trusted Advisor to the client
• Assigns sales campaigns to sales coaches.
• Analyzes sales statistics to formulate policy and assist dealers in promoting sales.
• Directs product simplification and standardization to eliminate unprofitable items from sales line.
• May represent company at trade association meetings to promote product.
• Delivers sales presentations to key clients in coordination with CEO, VP of Operations, or Program Implementation Director.
• Meets with key clients, maintaining relationships and negotiating and closing deals.
• Coordinates liaison between ops department and other internal units such as training, recruiting, HR, program implementation, and IT.
• Analyzes and controls expenditures of division to conform to budgetary. requirements.
• Assists other departments within organization to prepare manuals and technical publications.
• Prepares periodic sales report showing sales volume, potential sales, and areas of proposed client base expansion.
• Monitors and evaluates the activities and products of the competition

OPERATIONAL RESPONSIBILITIES:

• Manages subordinate supervisors who supervise a total of 30-600 employees in the Operations Department. 
• Is responsible for the overall direction, coordination, and evaluation of this unit. 
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. 
• Responsibilities include interviewing, hiring, and directing training of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Establish and maintain effective relationships with sales coaches and team members, effectively monitor, and evaluate job performance and coach and develop sales coaches and team members as needed.
• Develop and maintain relationships with peers across departments.
  
• Ability to effectively present information to top management, public groups, and/or boards of directors.
  

Knowledge of: Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Required Qualifications & Experience:

• High School Diploma or GED required. 
• Bachelor's degree from a four-year college or university preferred;
• One to two years related experience and/or training.
• Supported up to 350 agents across voice, chat and email operations?
  
• Managed CSAT programs?
  

What We Offer: 

• Employee Referral Program
• Health and Life Insurance Benefit
• Free Shuttle Service 
• Leadership Program
• Paid Training
• Career Advancement Program
• Bonuses and incentives based on campaign
• Monthly Rewards and Recognition and Birthday Club
• Opportunity to participate in Monthly Give Back Initiatives for the Community
• Tuition Reimbursement