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Seasonal Team Leader

Ft. Myers, FL, 12600 Gateway Blvd, Fort Myers, Florida, United States of America Req #2075
Friday, September 4, 2020


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 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  assist in interviewing, scheduling, training, customer/employee escalations, metrics, data analysis, reports,
special projects, conference calls/meetings, and launch of client initiatives.  



ESSENTIAL DUTIES AND
RESPONSIBILITIES
include
the following. 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


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, 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 and accuracy to all pertinent paperwork and records.

Plan, conducts and/or participates in team and program meetings to communicate and
support client’s objectives and provide Alta Resources updates. Has weekly or
ongoing regular meetings with clients, employees, and other department and
leadership meetings.


Takes the initiative to grow and develop in a leadership capacity and consistently
upgrade program knowledge.

Builds relationships and works closely with client, direct reports, Alta co-workers,
and all levels of the organization in a positive manner to supply necessary
updates and reporting as needed.
 
Develops relationships within the supporting business units to help
resolve issues related to team members (e.g., IT, Human Resources, Quality,
etc..) Builds cooperative relationships with fellow team leadership by
preparing and sharing ideas, inviting and accepting cooperative feedback to
improve team processes and performance management. Remains visible and
approachable to all employees on the team.


Recommends improvements to management in service, product, procedures, and/or packaging to
support operational excellence or to prevent future issues of a similar nature.


Assist with client interaction, business development, special projects and additional
tasks for or assigned by Client and/or Program Director. Meets deadlines and
completes delegated tasks as deemed appropriate by supervisor.


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.
 


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. Demonstrates the ability to effectively
present information, give presentations, and respond to questions from groups
of managers, clients, customers, and staff.


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. Proven ability to adapt coaching styles to
provide positive as well as negative feedback. Provide constructive feedback
that is specific and encourages employees to perform at an optimal level at all times.


Highly self motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and
execute tasks with minimum supervision. Strong organization and time management
skills. Ability to remain focused and productive with tasks. Strong attention to detail and accuracy.


Solid logical decision making and troubleshooting skills with the ability to problem
solve in a timely and effective manner. Exercises good judgment. Takes
ownership of issues or questions and will escalate problems to the appropriate
person and follow up accordingly to the client. Knows when to involve upper
management. Demonstrates skills at analyzing trends and assist in creating
action place that determine a solution.


Manages expenses in line with departmental budgets and corporate business conditions. (If applicable)


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. Enforces and supports all company policies and procedures.
Fully support the company's commitment to safety and the environment and strive
to maintain a clean, healthy and safe workplace. 


Proven ability to meet deadlines and key metrics, work independently, as a leader and
team player, and deliver results. Embraces change and is flexible to the needs
of the team and business. Demonstrates the ability to support or lead in change
management.

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.


Two or more years of stable work history in a call center, customer service, sales, training or relevant work experience is required. . Offshore or at –home agent experience is a plus.  Previous leadership experience or managing a multi-functional team or department highly desired. Solid quality monitoring, coaching, counseling, and training abilities are a must. Must be flexible and adaptable to work in an every changing, global workforce environment.


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.


MATHEMATICAL SKILLS

 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.


REASONING
ABILITY


Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.  Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.) in its most difficult phases.  Ability to deal
with a variety of abstract and concrete variables.

PHYSICAL DEMANDS 

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.


WORK ENVIRONMENT 

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



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Other details

  • Pay Type Hourly
  • Ft. Myers, FL, 12600 Gateway Blvd, Fort Myers, Florida, United States of America