Customer Care Team Leader
Alta Resources - Neenah, WI

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SUMMARY

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

Helps train all new employees within the department

Travel as required; in order to meet the travel requirements, must have a personal credit card and an available credit limit for expenses which are reimbursed

Tasks as assigned by the Program Director

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.

Additional requirements:
  • 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

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; two or more years call center, customer service or sales related experience required. Prior leadership experience is preferred, but not required.

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. 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.

Alta Resources - 20 months ago - save job - block
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About this company
90 reviews
About Alta Resources In 1982, CEO Jim Beré started the first teleservices company for consumer-packaged goods. Just five years...