Team Leader - Contact Center & Client Programs

Alta Resources; Neenah, Northern (WI, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Alta Resources in Neenah, Wisconsin is seeking a Team Leader to drive service excellence and client satisfaction. You will lead a team of up to 25 associates, coach performance, recruit and train staff, and ensure adherence to schedules and quality standards.

The role requires coordinating with clients, analyzing metrics, and preparing reports. Strong leadership, communication, and organizational skills are essential for success in this fast-paced environment.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred.
• Experience in consumer contact center management or relevant service leadership roles.

Responsibilities

• Oversees 15-25 non-exempt staff in a service center, sales, or operations environment.
• Leads recruitment, interviewing, hiring, and training of new employees.
• Manages schedules, attendance, PTO, and performance metrics.
• Conducts team and client meetings; provides coaching and development.
• Monitors quality, handles escalations, and supports client initiatives.
• Performs profitability reviews and reports to Program Director.

Skills

Leadership

Coaching

Interviewing

Scheduling

Data analysis

Budgeting

Performance management

Customer service

Client communication

Training

Education

High school diploma

Bachelor's degree preferred

Tools

Microsoft Office

CRM software

Job description

Alta Resources in Neenah, Wisconsin is seeking a Team Leader to drive service excellence and client satisfaction. You will lead a team of up to 25 associates, coach performance, recruit and train staff, and ensure adherence to schedules and quality standards.

The role requires coordinating with clients, analyzing metrics, and preparing reports. Strong leadership, communication, and organizational skills are essential for success in this fast-paced environment.