Team Leader

Alta Resources • Fort Myers, FL

12d • Onsite

About The Position

The Team Leader supports Alta Resources’ vision and strategic mandates by delivering professional, high-quality service to clients and their customers. The role leads day-to-day operations for a team of up to 15–25 non-exempt employees in a service center, sales, or operations environment, with responsibility for team performance, client expectations, staffing, quality, and operational efficiency.

The Team Leader recruits, trains, coaches, and develops employees; monitors performance metrics and customer interactions; manages schedules, attendance, records, timesheets, and reporting; and addresses customer and employee escalations. The role coordinates with clients, program leadership, and internal support departments, participates in meetings and projects, and contributes to process improvements and operational excellence. Leadership positions are expected to attain Six Sigma Green Belt certification.

The position requires onsite work during hours designated by the client, although occasional off-site work may be needed for business functions. Travel may be required.

Requirements

• High school diploma or equivalent (GED or HSED).
• At least two years of leadership 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 build rapport and relationships, motivate and coach employees, provide clear expectations and feedback, and communicate tactfully, including when delivering negative information.
• Ability to demonstrate patience, empathy, active listening, and stress management while addressing staff and client needs.
• Ability to prioritize complex responsibilities, multitask, work with minimal supervision, and meet deadlines and performance metrics.
• Strong organizational, time-management, problem-solving, troubleshooting, decision-making, and attention-to-detail skills.
• Ability to analyze trends, develop action plans, take ownership of issues, escalate appropriately, and follow up to resolution.
• Ability to manage expenses in line with departmental budgets and business conditions, if applicable.
• Ability to maintain confidentiality and handle sensitive employee, client, and customer information in accordance with company and client policies and regulatory requirements.
• Ability to perform responsibilities fairly, ethically, and without discrimination; enforce company policies; and support a safe, clean, healthy workplace and the company’s commitment to safety and the environment.
• Ability to work independently and as a team member, adapt to change, and support or lead change management.
• Ability to accept and apply coaching and feedback from leadership.
• Reliable work history and strong work ethic.
• Ability to travel as necessary and have a personal credit card with available credit for reimbursable expenses.
• Ability to quickly learn complex program and product information and use a PC and multiple applications in a Windows environment while speaking with customers by phone using a headset.
• Intermediate to advanced knowledge of Microsoft Word, Excel, PowerPoint, and Outlook, as well as CRM software such as Salesforce or other client-designated software.
• Ability to enter data efficiently and accurately and proficiency in typing and keyboard use.
• Ability to read and interpret business and technical materials, write reports and business correspondence, and present information effectively.
• Ability to perform calculations involving discounts, interest, commissions, proportions, percentages, and basic algebra and geometry.
• Ability to apply logical or scientific reasoning to practical problems and work with abstract and concrete variables.

Nice To Haves

• Bachelor’s degree in a business-related field.
• Experience in a call center, customer service, sales, or training environment.
• Experience with PeopleSoft and/or SharePoint.

Responsibilities

• Oversee, supervise, and coordinate the day-to-day activities and work assignments of up to 15–25 non-exempt employees.
• Lead the team in meeting sales, customer satisfaction, loyalty, attendance, quality, service-level, and other client performance goals.
• Monitor team member calls and customer interactions for quality, accuracy, professionalism, and compliance with company and client policies.
• Coach, motivate, and develop employees using Alta’s CARE Coaching model; provide feedback, recognize performance, and address performance or attendance issues.
• Maintain and monitor scorecards, metrics, sales volumes, and team performance, and complete performance corrections and annual reviews.
• Recruit, interview, hire, and train employees; coordinate ongoing training and, as needed, develop and maintain training materials.
• Manage contact queues and staffing levels, assign duties, and review work to ensure client expectations are met.
• Handle customer escalations by phone and email, respond to customer contacts when volume exceeds the team’s capacity, and recommend process or policy changes to address recurring issues.
• Maintain schedules, attendance records, employee records, timesheets, PTO tracking, I3 reports, and other employee and business reports.
• Oversee quality control and data accuracy for staff interactions and complete audit reports and other required paperwork.
• Plan, conduct, or participate in team, program, client, and leadership meetings; communicate client objectives and company updates.
• Conduct monthly profit-and-loss reviews and follow up with the Program Director and other relevant leaders and stakeholders.
• Build productive working relationships with clients, direct reports, colleagues, leadership, and supporting business units such as IT, Human Resources, and Quality.
• Work with other team leaders to retain high-performing employees, share ideas, and improve team processes and performance management.
• Recommend improvements to services, products, procedures, or packaging to support operational excellence and prevent recurring issues.
• Assist with client interaction, business development, special projects, and other tasks assigned by the client or Program Director.
• Meet with the Program Director regularly to discuss plans and strategies, and complete delegated tasks by their deadlines.
• Support strategic initiatives and personal development, including applying Six Sigma methodologies and attaining Six Sigma Green Belt certification.
• Maintain regular attendance, punctuality, and adherence to the agreed-upon availability schedule.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED