Michael Teran

Responsible for establishing goals, standards, implementing plans, and providing resources in order to drive profitability; responsible for employee recruiting, development, staffing, motivation and recognition; meets/exceeds client expectations and drives profitable business growth by delivering client results, recommending and implementing program improvements and following client policies; designs and utilizes ongoing quality assurance methods to improve team member performance and assure ongoing quality; manages an assigned base of accounts/businesses; communicates with client liaison, management staff and other identified contacts

Goals and Performance Standards - Translates client expectations and goals to program team and define appropriate standards of performance, individual goals and KPI's

• Responsible for delivering required client statistics and reports indicating program and productivity results in agreed upon timeframe, may include KPIs, productivity metrics, sales revenue/units vs. quota, etc.
• Responsible for following written documentation and implementing mutually agreed upon client policies and specifications and monitoring staff adherence, advising management staff of necessary modifications
• Responsible for proactively identifying ways to drive program effectiveness and efficiency, reviewing recommendations with management staff and client, implementing mutually agreed upon improvements

Employee and Personal Leadership Development - Coach, develop, and mentor subordinates to achieve quality performance while continuing to develop personal management skill necessary to lead staff and handle unique management challenges

• Promote employee development by establishing performance measures that encourage employees to excel
• Continually assess personal management skills determining strengths and developing a plan to address areas for growth
• Participate in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objective
• Assist staff with establishing and attaining career development goals
• Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility
• Conduct appraisals and performance reviews
• For staff located within the United States ensure compliance with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines
• Comply with individual country employment laws and regulations based on location of staff
• Review and recommend suggestions to management when updates to job descriptions are required as responsibilities change
• Responsible for staff motivation and recognition.Develops and implements cost effective incentive programs to drive team's behaviors and retention while creating a positive, energetic working environment and recognizing individual accomplishments

Quality Assurance - Designs and utilizes ongoing quality assurance methods to improve team member performance and assure ongoing quality

• Where applicable, implements ongoing call quality processes, analyzes results to ensure compliance with client expectations and provides client with required reports
• Designs systems, data management tools and monitoring processes to ensure compliance with established critical division, client and applicable government regulations

Communication - Communicates with client liaison, management staff and other identified contacts

• Recaps, in writing, and documents in the appropriate system, all decisions made in conference calls with client and distribute to client, management staff and other applicable parties on a timely basis
• Actively communicates program performance and initiatives to program team
• Disseminates division and company communications in a timely fashion
• Proactively communicates program results, issues and recommendations, next steps, etc. in agreed upon format and according to established timelines to client and West management staff.
• Shares best practices with peers.

Recruiting - Responsible for staff recruiting

• Works with Talent Acquisition to identify, interview, and recruit quality candidates in a timely fashion while assuring AAP compliance
• Implements Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines as determined by federal regulations and Affirmative Action Plan (AAP) policies established by executive management
• Knows and supports AAP policies and goals, and ensures that subordinate staff know and support such policies and goals
• Ensures that all subordinate supervisory staff are thoroughly trained in handling complaints and identifying problems related to the AAP
• Properly documents or ensures the proper documentation of any issues or problems related to the AAP, then ensures that appropriate Employee Relations staff are made aware of problems or issues
• Ensures that all subordinate staff are properly trained on the West Corporation Affirmative Action Plan

Staff Resources - Identifies all resources required for the program team to successfully perform their job duties, requesting outside support when needed

Salelytics Policies/Procedures - Ensures timely and accurate invoicing of clients and reporting to Accounting

• Follows all Salelytics policies
• Follows all division protocol regarding forecasting, purchasing requisitions, employee expense rms, requests for IT services, etc as defined by management

• Process incoming calls for diabetes patients to assist in activation of membership cards, enrollment into program, meter setup or explanation of benefits
• Assistance with new hire mentoring as well as coaching and development
• Floor assistance supporting associates with questions, assisting with supervisor calls as well as any computer issues.