Clark | Operations Supervisor - Search Engine Advertising

• Oversee and supervise a team of agents.

• Assist in developing and streamlining procedures

• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary

• Provide quality service to both internal and external customers – on and off-line.

• Assist agents with customer interaction on situations requiring special handling – take customer calls.

• Ensure open flow of communication between agents, supervisors and management.

• Ensure uniform understanding and adherence to policies, procedures and company programs.

• Supervise and monitor agent attendance, performance and productivity

• Prepare and ensure accuracy of reports.

• Ensure agents are continuously kept abreast of operational changes.

• Conduct employee briefings and meetings.

• Assure service level standards are met.

• Monitor system performance and initiate actions to correct system problems.

• Conduct agent observation and provide feedback.

• Assist in the development and tracking of employee incentive programs.

• Ensure completion of departmental duties/task in the absence of subordinates/co-workers.

• Perform other duties as assigned.

• An assertive, well-organized self-starter with demonstrated sales experience

• Management experience in sales or on line retail desirable

• A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems

• A detail-oriented professional with exceptional written and verbal communication skills

• Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly

• Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service

• Demonstrate behaviors that support high quality standards

• Recognize trends and escalate information as appropriate

• Problem solving skills; linear and troubleshooting

• Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied

• Proven track record of success to motive sales/service professionals and exceed performance metrics

• Present information effectively and persuasively across various communication channels

• Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo.

• Tolerate stressful situations well

• Project a positive and professional image

• College/Associates Degree or Bachelor’s Degree in related field (preferred)

Majorel