Call Center Supervisor (1st Party Collections- 2 Openings)

AllianceOne•Maumee, OH

5d•$19•Onsite

About The Position

Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management, with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience. Job Description: Job Title: Call Center Supervisor (1st Party Collections) Location: Maumee, OH (On-Site) Pay: $19.00/hour Benefits: Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision), HSA/FSA plans, Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days and much more! Full-Time employees are eligible for Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month. Schedule: Monday- Friday 10 AM- 7 PM Description: The Supervisor manages and develops a team of assigned to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. The individual in this role will review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.

Requirements

Minimum 1 years of call center management /leadership experience (Supervisor or Team lead) or 3 years of experience in the collections industry.
High School Diploma or equivalent
Usage of MS Office
Availability to work between the hours of 10 am- 7 pm EST Monday through Friday

Responsibilities

Follow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80% of their shift is spent managing their team
Support, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual / team targets
Completes regular monitoring of their team’s handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements
Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin
Provide support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary
Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.
Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
Remote management of agents if working as a work at home Supervisor