The Customer Care Team Leader manages activities within the Alta Resources organization to obtain optimal results for our clients, efficiency and economy of operations, and maximize established program objectives by performing the following duties personally or through service representatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Supervises and coordinates activities of Customer Care Representatives to maximize consumer satisfaction, customer loyalty, performance metrics and quality
Conducts and/or participates in team meetings to communicate client's objective and provide Alta Resources updates
Assists in business development with Client and Program Director
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
Recommends corrective action to address consumer issues
Manages/oversees staffing levels, assigns duties, and examines work to meet client expectations
Maintains employee files, generate representatives’ performance reviews and discuss with the Program Director before conducting the performance review
Reviews consumer issue correspondence, notes any suggestions, and assigns issue to appropriate area for action and take follow up action as necessary
Confers with managerial personnel to recommend changes in order to avoid recurring consumer issues
Handles consumer escalations
Develops and maintains product, customer service, and systems training modules for both classroom and online delivery for new and existing reps
Develops new training modules as business needs and client requests change
Develops and implements evaluation instruments for training modules and provide training
evaluation results, recommendations, and action plans for Team Leaders and designated client staff
Ensures system product guidelines are accurate, comprehendible, and well organized for readability
Develops and maintains ongoing advanced customer service and, in some cases, sales modules and sessions to include, but not be limited to active listening, stress management, dealing with the difficult customer and consultative selling.
Tasks as assigned by the Program Director
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.
To perform this job successfully experience working in a call center, customer service, or sales capacity is required. Two or more years call center, customer service or sales related experience required. Prior leadership experience is preferred, but not required.
EDUCATION and/or EXPERIENCE
A Bachelor's or Associate's degree is preferred; significant related experience and/or training or equivalent combination of education and experience considered in lieu of degree.
TECHNOLOGY SKILL BASE
This position requires a working knowledge of computer technology that includes: Windows, PowerPoint, Intermediate Word and Excel, along with Client and Alta designated software. Also, individuals in this position must possess the ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources.
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.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area. Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.
Alta Resources - 20 months ago
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About Alta Resources
In 1982, CEO Jim Beré started the first teleservices company for consumer-packaged goods. Just five years...