[ref. p4351916] Appleton - 02/24/25 - Inbound Call Center Supervisor - $40K/YR

Overview:

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 West 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

Hourly: $40K/YR.

Responsibilities:

Hiring locations: Florida, Georgia, Texas, Wisconsin

• Client Satisfaction - Establish an excellent working relationship with assigned client and

• Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences
• 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
• Maintain current and up-to-date knowledge of clients
• Escalate to management any situation outside the employee's control that could

• Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions
• Identify any obstacles to providing the highest quality customer service and

communicate constructive feedback to management

• Oversee employees (as applicable, production, staff, etc) performance to

• Continually assess profitability and recommend actions to be taken if not meeting goals
• Implement changes in procedures, provide improvement feedback, or issue directives as necessary to assist in meeting goals and objectives
• 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
• Monitor weekly employee attrition to ensure the group is at or below goal

Client Operations Program MGR Job Description

An incumbent may be asked to perform other duties as required.

• Ensure supervisory staff proactively follows the preventative attrition programs
• Oversee focus groups analyzing feedback and providing management recommendations

• Respond to 24-hour/7-day-per-week service needs as required
• Lead or participate in activities of a project nature ensuring all projects or project tasks

• Establish and coordinate departmental objectives as they relate to corporate goals by

• Develop project management skills among subordinates

Employee and Personal Leadership Development

Coach, develop, and mentor subordinates to

• Promote employee development by establishing performance measures that encourage

• Continually assess personal management skills determining strengths and developing a

• Participate in the development of strategies to find optimal solutions to compensate,

• Review monthly appraisal status reports ensuring staff is held accountable for timely

• Assist staff with establishing and attaining career development goals
• Ensure that employee training is effectively conducted for all positions throughout

• Conduct formal appraisals and performance reviews
• Comply with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines
• Understand and support AAP policies and goals
• Review and recommend suggestions to management when updates to job descriptions

are required as responsibilities change

Performance Assessment Functions

• Ensure understanding of Direct Measures of Quality (DMOQ goals) and how they relate

• Perform analysis of performance assessment to provide actions plans to identify and

• As necessary, oversee client remote monitoring sessions and evaluation of remote

sessions

Advanced Program Functions

Provide consultative advise to client regarding advance program

• Analyze program and recommend features which will ensure program meets client's

• As required, assist in creating project plan which may include documenting

• Client Operations Program MGR Job Description

An incumbent may be asked to perform other duties as required.

• Communicate limitations and capabilities which includes an understanding of backend

• Act as liaison between internal and external technical departments, client, and assigned

• Communicate and continually update client on programming timeframes

Training Functions

• Monitor training schedules to ensure the appropriate level of training is achieved in the

• Oversee creation of training calendars as established by departmental procedures

• Monitor progress of training to ensure Client Operations employees are thoroughly

• Review all written training materials (e.g., training guide, forms, quizzes, handouts, etc.)

• Ensure the continuous updating of training materials
• Continually evaluate course content for potential improvements that increase quality of

training

Budget Assistance

• Review the monthly variance reports resolving any discrepancies
• Assist in projecting department staffing levels necessary to meet customer expectations
• Assist with staffing level projections necessary to meet customer expectations
• Team Interfaces - Establish and maintain a professional relationship with team members and department contacts
• Cooperate with team members to meet goals or complete tasks
• Escalate work flow and communication issues to supervisor
• Treat all internal/external customers and team members with dignity/respect

• This position will be exposed mainly to an indoor office environment and will be

• The nature of the work in this position is sedentary and the incumbent will be sitting

• Essential physical functions of the job include typing, grasping, pulling hand over hand,

• Essential mental functions of this position include concentrating on tasks, reading

workday

Client Operations Program MGR Job Description

An incumbent may be asked to perform other duties as required.

• Related Duties as Assigned
• 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
• Consequently, job incumbents may be asked to perform other duties as required
• Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
• Please contact your local Employee Relations representative to request a review of any such accommodations

Qualifications:

Posting Ends: 02.14.25

Minimum Qualifications:

• Bachelor's degree from an accredited college or university required with course work in business administration, marketing, or a related field required. Equivalent work experience in a similar position may be substituted for education requirements
• Minimum four years of increasingly responsible management experience required in a business-to-business environment in sales, management, operations, MIS, client services, or related field with experience providing service to top level clients.
• Minimum of two years supervisor or lead experience require
• Suite of office software packages
• Based on assigned client and sites domestic and/or international travel may be required

Salelytics is striving for a diverse workforce. We encourage Women, Minorities, LGBTQ Community Members, and Veterans to apply. We are an equal opportunity employer and do not discriminate based on Age, Race, or Sexual Identity/Orientation.