Teams at Alta Resources

Leads a 15–25-person contact center or service team, overseeing staffing, scheduling, coaching, training, performance metrics, quality, escalations, reporting, client relationships, and operational improvements. The role supports hiring, employee development, customer satisfaction, sales performance, compliance, budget and profit-and-loss reviews, and client initiatives. It requires at least three years of contact center management or relevant service leadership experience, strong communication and organizational skills, Microsoft Office and CRM proficiency, and willingness to travel.

Leads a team of up to 25 customer service, sales, or operations employees. Responsibilities include supervising daily work, coaching and evaluating staff, monitoring service and sales metrics, managing schedules and attendance, handling escalations, recruiting and training employees, maintaining quality and reporting, coordinating with clients, reviewing budgets and profit and loss, and supporting process improvements and strategic initiatives. The role is onsite and requires travel as needed.

Conducts call audits, maintains quality records and statistical reports, leads client calibration sessions, supports training and coaching programs, and helps improve customer interaction quality. The role collaborates with team leaders, client liaisons, and leadership; handles escalated customer contacts; assists with quality presentations and program development; and applies quality-management and process-improvement practices.