Customer Service Team Leader

Alta Resources is Hiring!

The Team Leader will play a pivotal role in achieving Alta Resources’ vision and Strategic Mandates by delivering professional, quality, and “best in class service” to our clients and their respected customers using a multi- faceted, leadership style that reflects the culture and philosophies of Alta and our clients.

The Team Leader manages activities within the Alta Resources organization by achieving and exceeding performance metrics by creating and maintaining a highly motivated and skilled team. This leader will manage and/or assist in interviewing, scheduling, training, and developing of staff.

Essential Duties & Responsibility

Other duties may be assigned.

• Oversees the direction and day-to-day activities of up to 15-25 employees within an operations environment to increase sales, maximize consumer satisfaction and customer loyalty.
• Lead, coach and motivate staff to ensure they are meeting and exceeding goals and Key Performance Indicator’s (KPI’s) which in turn will increase sales, customer satisfaction and consumer loyalty.
• Monitors team members’ customer contacts to observe employee's demeanor, technical accuracy, and conformity to company quality standards, policies, and procedures and provides coaching, guidance, and development to improve or advance performance.
• Completes full-cycle performance process to include performance reviews, performance corrections, and coaching.
• Remains visible and approachable to all employees on the team serving as a key motivator and resource for information. 
• Participates in recruiting, interviewing, hiring, training, motivating and retaining employees.
• Manages staffing levels, assigns duties, and examines work to meet client expectations
• Helps train new employees as well as supports training on required brand-related processes and updates.
• Handles customer contact based on volume as well as client escalations. 
• Develops relationships within supporting business units to help resolve issues related to staff (e.g., IT, Human Resources, Quality, etc.). 
• Plan, conducts and/or participates in team, program and/or client meetings to communicate and support team, program and client’s objectives and provide Alta Resources updates.
• Builds cooperative relationships with fellow team leadership by preparing and sharing ideas, inviting and accepting cooperative feedback to improve team processes, performance management and active engagement of staff.
• Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature.
• Takes the initiative to grow and develop in a leadership capacity and consistently upgrade program knowledge.
• Assists with client interaction, business development, special projects and additional tasks for or assigned by Client and/or Program Director.
• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

Leadership Responsibilities

Supervises and carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, retaining, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing and resolving issues.  The position also requires active leadership in the way of supporting strategic initiatives as well as personal development and application of Six Sigma methodologies.  All leadership positions are expected to attain Six Sigma Green Belt certification.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Demonstrates an ability to be a self-starter and to lead, develop and train personnel in a high performing, diversified, every changing, team based, global environment.
• Displays a high level of confidence, enthusiasm and a proactive, positive attitude with the desire to succeed, motivate and develop teams, and exceed client expectations. Has a passion to lead and serve others.
• Professionally and effectively interact with diverse backgrounds and perspectives, while demonstrating advocacy and a genuine interest in team members, direct reports and others while maintaining an open line of communication.
• Provides clear expectations, feedback and recognition. Proven ability to retain employees, customers, and/or clients.
• Excellent interpersonal, verbal and written business communication skills. Ability to establish rapport, lead, coach and motivate, builds relationships and loyalty with external and internal team, clients and leaders, and remains tactful when communicating negative information.
• Demonstrate an ability to display patience, empathy, active listening skills, and stress management while ensuring internal staff and client needs are fulfilled in a timely and satisfactory fashion.
• Highly self- motivated with the ability to prioritize complex, diversified responsibilities, multi-task effectively and execute tasks with minimum supervision. Proven ability to meet deadlines and key metrics, work independently, as a leader and team player, and deliver results. Demonstrates the ability to support or lead in change management.
• Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner. Knows when to involve upper management.
• Ability to maintain a high level of confidentiality by handling sensitive and private employee, client and customer information in accordance to Alta Resources and Client's policies and regulatory requirements.
• Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines.
• Ability to accept and apply coaching and feedback from leadership.
• Proven track record of reliability and a strong work ethic is a must.
• Must have the ability to travel as necessary and a personal credit card with an available credit limit for expenses which are reimbursed

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent degree (GED, HSED) required. Bachelor's degree in a business related field is preferred but may be required based on role within organization and team.
• Two years’ leadership experience is required.  Experience working in a call center, customer service, sales, training environment preferred. Solid sales, quality monitoring, coaching, counseling, and training abilities are a must.

TECHNOLOGY SKILL BASE

Proven ability to quickly learn complex program and product knowledge, experience working on a PC, accessing and navigating multiple software applications in a Windows environment while talking to the customer on the phone via a headset at the same time is required.  Intermediate to Advanced knowledge and use of Microsoft Suite, primarily in Word, Excel, PowerPoint, and Outlook and Customer Relationship Management software, such as Sales Force, or other client designated software is required.

PeopleSoft and/or SharePoint experience is a plus. Keying data entry efficiently and accurately with proficiency in typing/keyboard is required. Polished leadership demeanor, tone and etiquette is required.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.