Interim Team Lead/Team Lead (Escalations) Alpine Access
THIS JOB HAS EXPIRED Telecommunciations (Frontier) ? Interim Team Lead/Team Lead (Escalations)
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.
As an Interim Team Lead, this role requires 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, 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.
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
Works with integrity and ethically while upholding organizational values
To perform the job successfully, the Team Lead should demonstrate the following competencies:
Are you great at verbal and written communication?
Are you articulate, and able to communicate your thoughts and actions via writing?
Are you able to be the voice of the company?
Do you stay calm in escalated customer situations?
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?
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
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?
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.
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.
1-2 years of call center experience.
1-2 years experience leading a virtual team
7 years of business experience.
2-3 years? experience in a leadership/supervisory role.
||1120 Lincoln Street |
Denver, CO 80203
THIS JOB HAS EXPIRED