Denver Categories:
Payment Solutions - Interim Team Leads (Ocean) Alpine Access
THIS JOB HAS EXPIRED
Job Category: Full TimeJob Type: Salary
Work days/hours/shift: Required to work weekends, have flexible schedule
To be considered for this position, must be current Coach, Assistant Team Lead, Team Lead or Interim Team Lead within Alpine Access.
Job Purpose
The purpose of the Team Lead position is to lead, train, and coach a team of customer care professionals (CCPs) to meet and exceed program metrics to include average handle time, customer satisfaction, and quality excellence. The Team Lead reports to the Account Manager.
Essential Responsibilities/Duties
Required to meet/exceed Alpine Program Ratings (APR), established by contractual agreements with the client.
Perform one-on-one feedback sessions with team members to communicate CCP?s individual APR metrics.
Plan agenda and hosts team meetings.
Monitor live customer calls, assess CCP?s quality of service, and provide feedback to team members.
Lead, coach, and mentor a team of customer care professionals (CCPs) , motivate team to meet/exceed metrics
Lead peers and subordinates with a vision of passion and trust
Building relationships, views people positively, resolves conflicts and finds ways to compromise
Ability to prioritize workload and meet deadlines, Gathers and analyzes information skillfully
Plans work activities and sets goals and objectives, supervise production
Effectively communicate program changes to team of CCPs on a daily basis
Receive escalated calls and handle situation to resolution.
Conduct and attend regular scheduled calibration meetings and share best practices.
Complete weekly APR metric reports for the Account Manager.
Able to adapt to change in a positive environment
Works with integrity and ethically while upholding organizational values
Competencies
To perform the job successfully, the Team Lead should demonstrate the following competencies:
Communication
Are you great at verbal and written communication?
Are you articulate, and able to communicate your thoughts and actions via writing?
Professionalism
Are you able to be the voice of the company?
Do you stay calm in escalated customer situations?
Accountability
Do you hold yourself accountable to projects and duties you take on?
Can you admit to mistakes and work to resolve them?
Do you hold yourself and others accountable to their duties and goals?
Administrative Skills
Are you organized and efficient?
Do you see the details that others miss?
Are you able to stay on top of the small things to
Problem-Solving
Do you think outside the box to ensure your customer?s problem is resolved?
Are you able to ask the right questions to solve the customer?s issue?
Interpersonal Skills
Are you able to connect with diverse groups of people?
Do you interact well with all team members?
Additional Desirable Skills
Analyze situations and predict outcomes based on knowledge or prior experience.
Plan according to resource constraints and requirements.
Prioritize tasks.
Examine the situation, analyze possible causes and recommend action
Create detailed supporting documents.
Consider abstract technical situations.
Use appropriate language and terminology.
Accurately summarize and document information.
Communicate effectively with diverse audiences.
Organize and present technical information in a logical and consistent manner.
Preferred Qualifications
7 years of business experience.
2-3 years? experience in a leadership/supervisory role.
Required Qualifications
1-2 years of call center experience.
1-2 years experience leading a virtual team.
Work Environment:
The job is a remote position performed from employee?s home office.
PC Requirements
Must have separate monitor
Must have personal PC available to use on non-client applications
Must meet all Alpine Access computer and home office requirements, which can be found here:https://jobs.alpineaccess.com/work-home/home-office-requirements/
| Location: | 1120 Lincoln Street Suite 1400 Denver, CO 80203 United States |
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THIS JOB HAS EXPIRED
Alpine Access
All Jobs: at Alpine Access| Web Site: | www.alpineaccess.com |
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| Headquarters: | 1120 Lincoln Street Suite 1400 Denver, CO 80203 United States |
| Industry: | Business Products and Services |
