Job Information
Advantage Solutions Team Lead BPO - Remote in Manchester, New Hampshire
Summary
Team Lead BPO
At our Company, we grow People, Brands, and Businesses!We are seeking a dynamic Team Lead Business Process Outsourcing (BPO) to be the first point of contact for Specialist and Lead OTC for day-to-day interactions with the team and client. Responsible for supporting Specialist BPO and solving immediate client or customer issues. Meets regularly with BPO management to discuss client metrics, team performance, and opportunities.
Take this opportunity to join North America’s leading business solutions provider and build your career working with amazing people in a growing industry! Apply today!
What we offer:
Full-Time Benefits (Medical, Dental, Vision, Life)
401(k) with company match
Training and Career Development
Generous Paid Time-Off
Responsibilities:
Support the day-to-day needs of Specialist BPO by sharing knowledge and providing solutions to complex issues.
Assign, align, and monitor workloads.
Provide associate development through daily education, interaction, and feedback.
Administer cash app, collections, and repayment processes to meet the client’s expectations.
Work closely with client contact when possible deductions are identified.
Create and provide month end reporting.
Qualifications:
High School Diploma or GED required; Associate’s Degree preferred or equivalent job-related experience
1-3 years of experience in customer service experience; supervisory experience is preferred
Excellent written communication and verbal communication skills
Well-organized, detail-oriented, and able to handle a fast-paced work environment
Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing for deadline
Decision-making skills
The pay range for this role is $20.00 to 23.00 per hour.
Responsibilities
The Company is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.
Position Summary
The Team Lead Business Process Outsourcing (BPO) is the first point of contact for Specialist and Lead OTC for day-to-day interactions with the team and client. Responsible for supporting Specialist BPO and solving immediate client or customer issues. Meets regularly with BPO management to discuss client metrics, team performance, and opportunities.
Essential Job Duties and Responsibilities
Job Duty
Team Leadership
Support the day-to-day needs of Specialist BPO by sharing knowledge and providing solutions to complex issues
Assign and align workloads
Monitor workloads as needed
Provide associate development through daily education, interaction, and feedback
Submit necessary paperwork to Database, IT, and Help Desk to grant access to systems
Lead day-t-day responsibilities/ job duties to ensure all metrics are met including client key performance indicators (KPI)
Claims and Deduction Administration
Administer cash app, collections, and repayment processes to meet client’s expectations
Research and resolve issues
Work closely with client contact when possible deductions are identified
Keep Manager Customer Service informed of any critical issues
Administration and Reporting
Create and provide month end reporting
Administer monthly score cards
Supervisory Responsibilities
Direct Reports
- This position does not have supervisory responsibilities for direct reports
Indirect Reports
- Does not have direct reports, but may delegate work of others and provide guidance, direction and mentoring to indirect reports
Travel and/or Driving Requirements
- Travel and Driving are not essential duties or functions of this job
Minimum Qualifications
The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job
Education Level: (Required) High School Diploma or GED or equivalent experience
(Preferred) Associate's Degree or equivalent experience
Field of Study/Area of Experience: Click here to enter text.
1-3 years of experience in customer service experience; supervisor experience is preferred
Skills, Knowledge and Abilities
Excellent written communication and verbal communication skills
Well-organized, detail-oriented, and able to handle a fast-paced work environment
Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadline
Decision making skills
Basic computer skills including familiarity with Word, Excel, and Internet usage
Environmental & Physical Requirements
Office / Sedentary Requirements
Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.
Additional Information Regarding The Company Job Duties and Job Descriptions
Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.
Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).
Important Information
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.
The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.
Job Locations US-OK-Tulsa | US-NH-Manchester | US-VT-Burlington
Primary Posting Location : City Tulsa
Primary Posting Location : State/Province OK
Postal Code 74101
Primary Posting Location : Country US
Requisition ID 2023-426597
Position Type Full Time