Assistant Team Lead

Centennial, CO

***ONLY INTERNAL CANDIDATES WILL BE CONSIDERED FOR THIS POSITION****

We are very excited to announce that we are adding new ATL spots to a couple of our accounts at Elevation Connect!

 Being an ATL on the team is a great next step in your career/development and a great way to learn and develop new skills.

This position is vital in maintaining production during hours that a Team Lead is unavailable.  It involves tech support, handling escalations, answering questions, monitoring adherence, and keeping the chat professional and upbeat. Please read below for additional requirements for this position.

Position Requirements:

  • Unless otherwise directed by your leader, an ATL will remain active in their workflow as an agent while completing additional tasks assigned.  
  • Remain in the top 40% of the team ranking in metrics consistently.
  • Good attendance.
  • Be a backup for the Team Leads during vacations, absences, increased volume, etc.
  • Be available for questions from your agents, leaders and clients. 
  • If appropriate on the account, monitor agents time statuses and queues to ensure they are appropriate.
  • Maintain team knowledge base and communications.
  • Maintain team motivation and morale.
    • Act as a reflection of how you want others to react to you.   
    • The team will mirror your attitude, language, and behavior.  You will drive the morale on your team.
  • Take ownership in personal development and complete assignments from your leader.
  • Assist in special projects assigned to by leader.
  • Assist with training and Academy bay period of either new hires or up training for veteran agents.
    • This may include reviewing calls of peers to assist them.
  • Other duties as assigned.
    • Be the first level to handle escalated customer calls.
    • Aid in group chats to answer questions and assist other agents.