Job Order: 5054
Staff Representative: Tim Jadwin
Position: Account Supervisor
Location: Illinois
Company Summary:
An Industry leading Speaker’s Bureau group.
Description:
Role(s):
The Account Supervisor is responsible for assisting management with all aspects of the account(s) he/she is assigned including team management and client services.
Responsibilities:
- Lead and mentor the account team by providing regular feedback on performance, conducting one on one meetings on a bi-weekly/weekly basis, performance appraisals every 6 months, and running weekly team meetings
- Assess staff workload via quality control measures such as monitoring phone recordings and providing feedback to staff on customer service skills as training opportunities; running and analyzing reports, such as weekly task tracking, weekly program calendar reports, as well as meeting with staff and conducting desk sits to ensure flawless program execution
- Review incoming program requests in comparison to anticipated monthly volume, and work proactively with manager in a timely manner to seek support for team during peak times and provide support to other teams during non-peak times, with the goal that staff is consistently at capacity
- Monitor ACD queues, including monthly analysis of length of calls, number of calls, abandon rate, to provide insights to changing phone statistics, as well as ensuring adequate queue coverage during business hours and "In A Meeting" coverage during team and company meetings
- Maintain the account profile, account action log, and desk reference guides and update as changes occur as it pertains to your account; ensure that team has reference for all account-specific processes
- Understand the fundamentals of high volume programming and ensure that all programs are managed within compliance and with a high level of customer service; this includes monitoring and tracking of all Operations Specialist and Meeting Specialist activities, being able to identify when tasks are not getting done, understand when problems are occurring and how to fix them, provide proactive solutions to issues that may arise
- Monitor activities related to program finances and provide proactive status updates to management, seeking management support in a timely and proactive manner when necessary: SmartData, honoraria payment status, Overbudgets and Reduce budgets, program reconciliation
- Train all staff on standard operating procedures (SOPs) as it pertains to your account and ensure that staff is following SOPs at all times
- Develop and present process improvements and manage assigned projects from account manager
- Work with management team in preparing and delivering presentations and materials for new business pitches, project start-up, SV services, training the sales force, etc. on an as needed basis
- Understand the tools and technologies used for the assigned programs and be able to support staff and clients in the use and understanding of these tools
- Adhere to all company policies and procedures, and incorporate the SV Principles into your duties and responsibilities
- Other duties as assigned
- B.A./B.S. degree or Hospitality Management degree preferred
- Three years work experience in meeting planning or hospitality management is preferred.
- To fulfill these responsibilities, the Supervisor must have three plus years work experience in computer systems (Databases, Word, Excel, Powerpoint, e-mail and Internet), be highly organized, detail-oriented and an expert at the departmental standard operating procedures.
- This role also requires the ability to work in a team environment, manage direct reports, strong communication skills, and the ability to present in front of a group of individuals.
