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Support Team Manager

Company Name:
MarketSource
Support Team Manager
Tracking Code
22372
Job Description
Support Team Manager

MarketSource, Inc. is currently seeking an Support Team Manager to oversee the responsibilities of a newly created support team. The primary objective will be the day to day management of a large support team driving revenue around event completion, compliance, metrics and scheduling opportunities. The position requires a combination of management and business operations.

Responsibilities:
Develop and implement coverage plans for assigned territories
Monitor, manage, coach, and support employees in an support center environment
Ensure client service levels are met on a consistent basis
Report on weekly/monthly/quarterly completion and operations territory metrics
Motivate the team to meet and exceed program metrics, goals, objectives, and weekly scheduling commitments
Develop and implement required processes to drive performance
Ensure operational excellence in all areas
Coach and develop employees formally and informally to deliver highest level of performance
Evaluate and make decisions about employee performance and provide timely, appropriate feedback utilizing progressive discipline process as needed

Job Requirements:
BS/BA Degree in related field preferred
Three to five years experience managing a support team within a fast paced environment
Demonstrated leadership, motivational, coaching, and influencing skills
Proven experience developing & implementing strategic plans as well as managing support programs and delivering successful results
Highly developed operational and process skills
Demonstrated success with exceeding metrics, objectives and weekly scheduling goals
Excellent written, oral and presentation skills
Adaptable and flexible in a fast-paced, rapidly changing environment
Proven ability to analyze and improve work processes for efficiency
Demonstrated ability to be a team player/coach

Job Location
Alpharetta, Georgia, United States
Position Type
Full-Time/Regular

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