Support Team Manager

Job Description

Support Team Manager

MarketSource Inc., an Allegis Group Company, develops and delivers innovative managed sales solutions for enterprise customers. MarketSource provides the unique skills and expertise to integrate brand-centric managed sales programs in the Automotive, Information Technology, Telecommunications, and Manufacturing industries in Business-to-Business (B2B) and Retail models.

Founded in 1975, MarketSource, Inc. became a subsidiary of Allegis Group, Inc. in 2004. Our Company's culture centers on our core values: Open Communication, Relationships, Serving Others, and Work Ethic.

MarketSource clients rely on the innovative managed sales solutions that our vertical-specific, subject matter experts develop and deliver. Our team members thrive in a welcoming atmosphere of diversity, inclusion, and exemplary corporate practices.

Summary

The Support Team Manager will meet and exceed client field expectations with overall administrative responsibility for Client Program effectiveness and client/customer satisfaction. This position is responsible for coordination of schedules and staffing resources, driving task completion and providing general support to field team members. Great communication and organizational skills, the ability to interact effectively via telephone, and a positive "can do" attitude are critical elements for successful Support Team Manager.

Essential Job Functions:

Manages a team of support staff

Supports district operations and all district staff

Establishes relationships with multiple stakeholders, both internal and external

Summarizes field data for analysis

Presents district summaries to Field Managers with recommendations based on completed investigations

Ensures operational excellence in all areas by partnering with field management

Ensures event store coverage meets client and MarketSource targets by partnering with field management

Providing Excellent Customer Service

Ensures client and/or customer concerns are solved effectively and promptly

Forecasts scheduling needs and ensures sufficient scheduling to meet client demand

Serves as point of contact for field team members in regards to scheduling and other operational elements

Serves as a liaison for the Support Team to Leadership.

Responsible for sending reports such as Late Check In's, Outliers, and Schedule Gaps to the Field Leadership

Responsible for sharing best practices and providing the team with training assistance and program updates

Responsible for aspects of training new members of the Support Team.

Drive all MarketSource operational processes in field

Executes quality assurance checks to ensure excellent service to client and end user by placing outbound calls for surveys and quality assurance checks

Maintains and ensures data integrity in all MarketSource and client systems

Manages the process for call report compliance

Follows all scheduling processes for base and incremental/special events, business and operational processes, and standards

Sharing best practices with other team members to drive operational success and client satisfaction

Execute outbound calls for the purposes of quality assurance checks and customer/program surveys

Other duties as necessary to properly manage all aspects of program operation

Required Knowledge, Skills, and Abilities:

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

Thorough knowledge of business policies

Excellent written/oral communication and interpersonal skills

Ability to build strong partnerships with all internal customers, both locally and in our corporate locations (in-office and virtually)

Integrity and ability to maintain confidentiality and personal credibility

Ability to tackle complex issues and develop innovative and practical solutions

Ability to lead a team or support team reps

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

Quick and strong decision-making skills

Ability to maintain a high level of professionalism and empathy when dealing with customers.

Ability to be self-motivated and able to work independently.

Job Requirements:

Bachelor's degree (or equivalent work experience) is required

1-5 years in customer service

Prior experience in support team/call center environment is a plus

Intermediate to Advanced Microsoft Office knowledge (Excel, PowerPoint, Outlook)

Be able to work a flexible schedule - nights and weekends - days off will vary by week. Potential shifts include 8 AM - 5 PM, 10:00 AM - 7:00 PM, 1:00 PM - 10:00 PM. Shift availability will vary based on current needs of the program.

This role will require occasional travel to meet with direct reports, clients, partners, or other stakeholders, based on the business needs.

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.

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.

If you would like to request a 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.