Team Leader, Management

Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America

Alta Resources is Hiring!

Summary

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 global organization by achieving and exceeding performance metrics creates and maintains a highly motivated and skilled team, efficiency, and economy of operations. This leader will manage and/or assist in interviewing, scheduling, training, customer/employee escalations, metrics, data analysis, reports, budget, special projects, conference calls/meetings, and launch of client initiatives.

Other duties may be assigned.

• Oversees the direction, supervision and day to day activities of up to 15-25 non-exempt individuals within a service center, sales, or operations environment. Leads and coordinates work assignments and activities to increase sales, maximize consumer satisfaction, customer loyalty, performance metrics, attendance monitoring, and quality in accordance with Alta’s policies and applicable legal requirements, compliance and regulations. Work closely with client while managing client expectations and projects.
• Consistently meet performance expectations. Leads in motivating and encouraging staff to achieve goals. Proactively and consistently monitors all team member calls to observe employee’s quality which includes their demeanor, technical accuracy, conformity to company and client policies and procedures. Provides coaching, guidance, and development to team member to improve or advance performance and ensures appropriate parties are engaged through to resolution.
  
  Proactively ensures performance meets and exceeds metrics and sale volumes that are required per our client.
• Lead and coach staff in identifying and coordinating activities to increase sales, maximize performance, and maintain quality. Maintains and monitors scorecards to ensure team is meeting service level and sales per client expectations. On a regular basis, assess onsite staff performance as per Alta and program guidelines, expectations, and goals. Complete performance corrections to address performance, attendance and policy infractions. Conducts annual performance reviews within expected deadlines.
• Recruit, interview, hire and train new employees. Responsible for on-going training as needed. May lead or assist in the training of all new employees under the direction of and in cooperation with the Alta and/or designated program trainer. May develop and maintain product, customer service, and systems training modules for both classroom and online delivery for new and existing reps.
• Manages/oversees contact volume queues to assure proper staffing levels and assigns duties and examines work to meet client expectations. Handles customer contact escalations both by phone and email and recommends policy changes to improve customer experience. Answers client’s customer phone calls/E-mail/Chat when volume is higher than the team can process. Confers with managerial personnel to recommend changes and update processes in order to avoid recurring customer issues and escalations.
• Manages, maintains and processes work schedules, updates attendance tracking, upkeeps employee records, approves timesheets, monitors PTO, I3 reports and other employee and business-related reports. Manages overall quality control and data accuracy of staff’s customer interactions and completes audit reports as needed. Provides high attention to detail…