Team Leader

About the role

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.

Key responsibilities

• 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
• Monitors Customer Care Representative's calls to observe employee's demeanor, technical accuracy, and conformity to company quality standards, policies, and procedures
• Recommends corrective action to address consumer issues
• Provides employees coaching, guidance, and development to improve or advance performance
• Prepares work schedules, updates attendance tracking, upkeeps employee records, approves time sheets, monitors PTO and reports monthly incentive
• Completes performance corrections to address performance, attendance and policy infractions
• Conducts performance reviews of employees under his/her team and recruits new employees
• Helps train all new employees within the department
• Manages/oversees staffing levels, assigns duties, and examines work to meet client expectations

About you

• Bachelor's Degree required
• At least two years of call center, customer service, or sales related experience required
• At least two years of previous leadership experience required
• Excellent English written and verbal skills
• Strong organizational, time management, and analytical 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
• Proficient with various software applications including Microsoft Word, Excel, PowerPoint, and Outlook and internet navigation