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Sr. Team Lead Alpine Access
THIS JOB HAS EXPIRED
Job Purpose :The purpose of the Interim Senior Team Lead position is to lead, train, and coach a team of 70+ customer care professionals (CCPs) and the support to meet and exceed program metrics to include average handle time, customer satisfaction, and quality excellence. The Interim Senior Team Lead reports to the Account Manager. -Must be a current Team Lead on the Sprint Account.
The position will be an interim role with a trial period of 120 days. A panel will review your team metrics and observe your performance during the trial period. After the trial period, and provided the position is still needed based on headcount, the panel will make a recommendation to promote you to the corporate role, extend the trial period, or remove you from the interim role. If you are promoted to the corporate role after the trial period, you will receive a base salary and benefits commensurate with the position which will be discussed at that time. If the trial period is extended, you may receive a goal achievement plan and mentor assignment for an additional 30 days. If you are removed from the interim position, your options will be discussed at that time which may include returning to your prior role, if available, becoming a CCP on your current program or being placed in the Alpine Access pool until another position is available.
Essential Responsibilities/Duties
Required to meet/exceed Alpine Program Ratings (APR), established by contractual agreements with the client.
Required to complete program trainings by deadline and manage a team to successful completion of training deadlines.
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
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.
Competencies
To perform the job successfully, the Senior Team Lead should demonstrate the following competencies:
? 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
? Able to adapt to change in a positive environment
? Works with integrity and ethically while upholding organizational values
Required Qualifications
? 7 years of business experience.
? 2-3 years experience in a leadership/supervisory role.
Preferred Qualifications
? 1-2 years of call center experience.
? 1-2 years experience leading a virtual team.
PC Requirements
Home Office Requirements:
? Computer must be ?hard-wired? to modem or router, no wireless connections.
? Corded Telephone headset with noise-canceling microphone that plugs into a corded land-line telephone for production calls. Mute button and volume control required either on headset or phone.
? High Speed Internet: DSL or Cable (no wireless or satellite ISPs allowed)
? Analog landline phone line (No digital or VoIP)
All computers require:
? Monitor screen resolution set to at least 1024x768
? Sound card for training (External speakers will not work)
? 2 available USB ports for Secure Remote Desktop Thumb Drive and USB Headset used for training and Production.
? Acceptable USB devices include: Mouse, keyboard, SRD Thumb Drive and USB headset.
? USB Mouse and keyboard. Wireless mouse and keyboards are not permitted.
? USB Headset and noise canceling microphone and mute button
? Current anti-virus software with updated definitions
? Current anti-spyware software
? Firewall installed & operating or windows firewall turned on
? Mouse is required to have a scroll button.
Windows XP Operating Systems must meet the following requirements:
? Minimum 1 GB RAM
? 1 GHZ or higher processor (multi-core recommended)
? Minimum 8 GB free hard drive disk space
Windows Vista Operating Systems must meet the following requirements:
? Minimum of 2 GB of RAM
? 1 GHZ or higher processor (multi-core recommended)
? Minimum 8 GB free hard drive disk space
Windows 7 Operating Systems must meet the following requirements:
? Minimum of 2 GB of RAM
? 1 GHZ or higher processor (multi-core recommended)
? Minimum 8 GB free hard drive disk space
Technical 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.
| 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 |
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