Payment Solution (Mountain) - Team Lead OR Interim Team Lead Alpine Access
THIS JOB HAS EXPIRED Job Category: Full Time
Job Type: Salary
Work days/hours/shift: 2pm - 11pm MT (Required to work weekends and have flexible schedule)
The purpose of the Interim 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 Interim Team Lead reports to the Account Manager.
The position will be an interim role with a trial period of 120 days. Successfully complete the final panel interview following the 120 day interim period and confirmation of the business need following the panel approval. 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.
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.
To perform the job successfully, the 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
Must be meeting or exceed all metrics including adherence to be considered. Metrics must be maintained throughout interim role.
5 years of business experience.
2-3 years experience in a leadership/supervisory role.
1-2 years of call center experience.
1-2 years experience working in a virtual team.
Microsoft Office, Excel knowledge
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.
||1120 Lincoln Street |
Denver, CO 80203
THIS JOB HAS EXPIRED