Temporary Team Leader

Alta Resources•Fort Myers, FL

About The Position

The Team Leader oversees day-to-day activities for a team of up to 15–25 non-exempt employees in a service center, sales, or operations environment. The role supports Alta Resources’ vision and strategic mandates by delivering professional, high-quality service to clients and their customers while meeting or exceeding performance metrics and maintaining efficient operations. The Team Leader leads, motivates, coaches, and develops employees; monitors calls and performance; coordinates staffing and work assignments; and oversees quality, attendance, customer escalations, schedules, records, timesheets, and reports. The role works closely with clients and internal departments, supports client initiatives and projects, communicates objectives and updates, and recommends improvements to service, processes, products, and procedures. The position also participates in recruiting, interviewing, hiring, onboarding, and ongoing training. The successful candidate is a proactive, adaptable leader with strong communication, coaching, organization, problem-solving, and customer-service skills. A high school diploma or equivalent and at least two years of stable work history in a call center, customer service, sales, training, or related work are required. Prior leadership experience is highly desired. The role may require onsite work during hours designated by the client, with occasions when the employee must work off-site for business functions, and travel as necessary.

Requirements

High school diploma or equivalent (GED or HSED).
At least two years of stable work history in a call center, customer service, sales, training, or relevant work experience.
Ability to lead, develop, and train personnel in a high-performing, diverse, changing, team-based, global environment.
Strong interpersonal, verbal, and written business communication skills, including the ability to present information and respond to questions from groups.
Ability to establish rapport, coach and motivate others, provide clear expectations and feedback, and communicate tactfully, including when delivering negative information.
Ability to demonstrate patience, empathy, active listening, and stress management while responding to staff and client needs.
Ability to adapt coaching styles and provide specific, constructive feedback that supports employee performance.
Strong organization, time management, prioritization, multitasking, attention to detail, and accuracy.
Logical decision-making, troubleshooting, and problem-solving skills, including trend analysis, developing action plans, escalating issues appropriately, and following up.
Ability to work independently and as a leader and team member, meet deadlines and metrics, adapt to change, and support or lead change management.
Ability to accept and apply coaching and feedback from leadership.
Reliability and a strong work ethic.
Ability to maintain confidentiality and handle sensitive information in accordance with company policies and regulatory requirements.
Ability to support and enforce company policies fairly, ethically, and without discrimination.
Ability to travel as necessary and have a personal credit card with an available credit limit for expenses, which are reimbursed.
Ability to learn complex program and product knowledge quickly.
Experience using a PC and navigating multiple software applications in a Windows environment while speaking with a customer by phone using a headset.
Intermediate to advanced proficiency with Microsoft Word, Excel, PowerPoint, and Outlook, and experience with customer relationship management software such as Salesforce or other client-designated software.
Efficient and accurate data entry and proficient typing/keyboarding skills.
Ability to read and interpret business publications, professional journals, technical procedures, and governmental regulations; write reports, business correspondence, and procedure manuals; and present information effectively.
Ability to calculate figures and amounts including discounts, interest, commissions, proportions, percentages, area, circumference, and volume, and apply basic algebra and geometry.
Ability to apply logical or scientific thinking to practical problems and work with abstract and concrete variables.
Polished leadership demeanor, tone, and etiquette.
Previous leadership experience or experience managing a multifunctional team or department is highly desired; solid quality monitoring, coaching, counseling, and training abilities are required.
Must be flexible and adaptable to a changing global workforce environment.

Nice To Haves

Bachelor’s degree in a business-related field.
Offshore or at-home agent experience.
Previous leadership experience or experience managing a multifunctional team or department.
PeopleSoft and/or SharePoint experience.

Responsibilities

Oversee, direct, and supervise the day-to-day work of up to 15–25 non-exempt employees in a service center, sales, or operations environment.
Coordinate assignments and activities to increase sales, customer satisfaction and loyalty, performance, attendance, and quality while complying with company policies, laws, client requirements, and regulations.
Work closely with clients, manage expectations and projects, and provide updates and reporting.
Meet performance expectations and motivate employees to achieve goals and required performance metrics and sales volumes.
Monitor team member calls and interactions for quality, demeanor, technical accuracy, and adherence to company and client policies and procedures.
Coach, guide, and develop employees; provide feedback and ensure appropriate parties are engaged until performance or other issues are resolved.
Maintain and monitor scorecards and assess onsite staff performance against service levels, sales expectations, program guidelines, and goals.
Recruit, interview, hire, and train employees, and provide or assist with ongoing training.
Develop and maintain product, customer service, and systems training modules for classroom or online delivery when needed.
Manage contact-volume queues and staffing levels, assign duties, and examine work to ensure it meets client expectations.
Handle customer escalations by phone and email, recommend policy or process changes, and respond to customer calls, email, or chat when team volume exceeds capacity.
Work with management to update processes and help prevent recurring customer issues and escalations.
Manage work schedules, attendance tracking, employee records, timesheets, I3 reports, and other employee and business reports.
Oversee quality control and data accuracy for customer interactions and complete audit reports and other required paperwork.
Plan, conduct, or participate in team, program, client, employee, departmental, and leadership meetings.
Build positive working relationships with clients, direct reports, coworkers, leaders, and supporting business units such as IT, Human Resources, and Quality.
Collaborate with fellow team leaders, share ideas, and use feedback to improve team processes and performance management.
Recommend improvements to services, products, procedures, or packaging to support operational excellence or prevent recurring issues.
Assist with client interaction, business development, special projects, and other tasks assigned by the client or Program Director; meet deadlines and complete delegated tasks.
Maintain regular attendance, punctuality, and adherence to the agreed schedule.
Manage expenses in line with departmental budgets and business conditions, if applicable.
Maintain confidentiality and handle sensitive employee, client, and customer information according to company and client policies and regulatory requirements.
Enforce company policies and procedures, support safety and environmental commitments, and help maintain a clean, healthy, and safe workplace.
Travel as necessary.