Temporary Team Leader

Alta Resources•Fort Myers, FL

About The Position

The Temporary Team Leader supports Alta Resources’ vision and strategic mandates by delivering professional, high-quality service to clients and their customers. The role manages team activities in a global organization, works toward performance goals, and builds a motivated, skilled team. Responsibilities include staffing, training, coaching, employee and customer escalations, metrics and data analysis, reporting, client meetings, special projects, and launching client initiatives. The Team Leader oversees the day-to-day work of up to 15–25 non-exempt employees in a service center, sales, or operations environment. The position coordinates work to support sales, customer satisfaction, loyalty, attendance, performance, and quality while meeting client expectations and applicable policies and regulations. It also handles staffing and queue management, schedules and records, quality control, client and employee communication, and process improvement. The role requires regular attendance and adherence to an agreed schedule. Work may be onsite during hours designated by the client, with occasional offsite work for business needs. The listed locations are Neenah, Wisconsin; Brea, California; Fort Myers, Florida; Pasig City, Philippines; Belize City, Belize; and Mexico City, Mexico.

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 changing, diverse, team-based global environment.
Strong interpersonal, verbal, and written business communication skills, including presenting information and responding to questions from groups.
Ability to build rapport and relationships, motivate and coach employees, provide clear expectations and feedback, and communicate tactfully.
Patience, empathy, active listening, stress management, and ability to adapt coaching styles and provide constructive feedback.
Ability to prioritize complex responsibilities, multitask, work with minimal supervision, and maintain strong organization, time-management, attention-to-detail, and accuracy skills.
Logical decision-making, troubleshooting, problem-solving, judgment, trend analysis, and appropriate escalation and follow-up skills.
Ability to maintain confidentiality and handle sensitive employee, client, and customer information in accordance with company and client policies and regulatory requirements.
Ability to meet deadlines and metrics, work independently and collaboratively, deliver results, adapt to change, and support or lead change management.
Ability to accept and apply coaching and feedback; reliable work history and strong work ethic.
Ability to travel as necessary and have a personal credit card with available credit for expenses, which are reimbursed.
Ability to quickly learn complex program and product information and use a PC, multiple Windows applications, a headset, and telephone simultaneously.
Intermediate to advanced proficiency with Microsoft Word, Excel, PowerPoint, and Outlook, and with CRM software such as Salesforce or client-designated applications.
Efficient and accurate data entry and typing/keyboard proficiency.
Ability to read and interpret business, technical, and regulatory materials; write reports, correspondence, and procedure manuals; and present information effectively.
Ability to perform calculations involving percentages, commissions, proportions, and other figures and apply basic algebra and geometry.
Ability to reason through a range of practical and intellectual problems and work with abstract and concrete variables.

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 and direct the day-to-day activities 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 and applicable laws and regulations.
Work with clients, manage expectations and projects, and support client objectives.
Monitor employee calls and interactions for demeanor, technical accuracy, and compliance with company and client policies and procedures.
Coach, guide, motivate, and develop team members; address performance issues and involve appropriate parties through resolution.
Monitor scorecards, service levels, sales volumes, and performance metrics; assess staff performance against program guidelines and goals.
Recruit, interview, hire, retain, and train employees; provide ongoing training and assist with training materials and modules.
Manage contact queues and staffing levels, assign duties, review work, and handle customer escalations by phone and email.
Respond to customer calls, email, or chat when volume exceeds the team's capacity; recommend process and policy changes to prevent recurring issues.
Maintain schedules, attendance tracking, employee records, timesheets, reports, quality controls, and data accuracy; complete audit reports and related paperwork.
Plan, conduct, or participate in team, program, client, and leadership meetings.
Build productive relationships with clients, direct reports, coworkers, business units, and other leaders; provide updates and reporting and collaborate to resolve issues.
Recommend improvements to services, products, procedures, or packaging to support operational excellence and prevent recurring problems.
Assist with client interaction, business development, special projects, and additional tasks assigned by the client or Program Director; meet deadlines and complete delegated tasks.
Manage expenses in line with departmental budgets and business conditions, when applicable.
Maintain confidentiality, enforce company policies, support safety and environmental commitments, and ensure fair, ethical, and nondiscriminatory treatment.
Maintain regular attendance, punctuality, and adherence to the agreed schedule.