Consumer Experience Team Leader

The Consumer Experience Team Leader will oversee a team of Consumer Experience individuals. The Senior Consumer Experience Team Leader will be responsible for the leading and provides of the oversight, guidance, and services with respect to specialists’ interactions with consumers, ensuring that the program meets the level of standards for the client. The Senior Consumer Experience Team Leader will lead a group of individuals that provides utmost professional, quality, and "best in class" service for existing and/or prospective consumers and clients by utilizing a consultative approach that directly reflects the culture and philosophies of Alta and our clients.

Essential Duties & Responsibility

• Oversight and continuous improvement of consumer interactions with Consumer Care Center personnel
• Active participation in client calibration calls
• Identifying trends in consumer engagement in a proactive manner and collaborate with internal partners in order to define and provide coaching and training to address consumer trends
• Interact with various internal and external team members, business partners and third-party suppliers to provide clarifications and reports
• Handle complex compliance issues in order to provide continual support for an Alta client that may be regulated by federal and/or state government agencies
• Ensure that processes in place are meeting the consumer and client needs
• Work with the Consumer Experience Team to identify trends, as well as suggest areas of improvement and valuable insight both internally and externally
• Communicate closely with Alta’s leadership, client and business partners to ensure the program’s success
• Assist with any / all team training, and client conference calls during Alta’s clients’ hours of business; which may include nights and weekends
• other duties as assigned

Leadership Responsibilities
• Lead a team that will be reviewing a large quantity of consumer interactions. Identify and document trends and provide insight to Alta leadership and client team to ensure certain metrics are in place to be able to measure these interactions.
• Lead a team that proposes improvements to management in service and/or process in order to further provide operational excellence, to prevent future issues, and to increase consumer satisfaction scores.
• Lead a team that owns quality control of staff’s consumer interactions, including the consumer experience scorecard program.
• Lead a team that ensures any negative trends in consumer interactions are addressed timely, in a manner through individual coaching as well as group training.
• Lead a team to partner with the training and channel team leaders to share findings and coordinate regular growth efforts pertaining to consumer interactions.

Qualifications
• At least two years’ college required; or the completion of a vocational course, preferably in customer care
• At least two years of call center experience with consistent exceptional quality scores.
• Experience in either a Team Leader, Training, or Quality Assurance role within the contact center industry.
• Experience supporting complaint intake in pharmaceutical or consumer goods industries is preferable
• Strong leadership experience, as well as strong communication skills and a passion for Consumer Experience
• Requires working knowledge of computer technology that should include, but is not limited to: Beginner to Intermediate Word, Excel, PowerPoint, and Microsoft Outlook
• SharePoint and Salesforce experience is preferred