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
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, 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.
EDUCATION and/or EXPERIENCE
- Must have the ability to travel as necessary and a personal credit card with an available credit limit for expenses which are reimbursed
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.
About Alta Resources
In 1982, CEO Jim Beré started the first teleservices company for consumer-packaged goods. Just five years...