Call Center Supervisor (Collections)

AllianceOne•Maumee, OH

13d•Onsite

About The Position

Manages and develops a team of assigned Agents to meet and exceed performance, maximize productivity, assure quality, end user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.

Requirements

6 months supervisory experience
At least 6 months experience as an agent
Emotional Intelligence: Ability to manage both your own emotions and understand the emotions of people around you. There are five key elements to EI: self-awareness, self-regulation, motivation, empathy, and social skills.
Problem Analysis and Problem Solving: Uses sound or logical judgment to spot and analyze problems, develop alternative solutions and initiate corrective action. Identifies and analyzes problems, finds the best solutions, and implements them. Can anticipate and prevent problems.
Interpersonal Effectiveness: The ability to notice, interpret, and anticipate others’ concerns and feelings, and to communicate this awareness empathetically to others.
Leadership: Guides and inspires team to achieve a common goal and promote individual growth. Enable and help individuals to develop their skills, achieve team goals, and realize their full potential. Can lead with a vision setting strategic direction for the organization.
Time Management : Effectively manages one’s time and resources to ensure that work is completed efficiently. Able to effectively prioritize tasks, meet deadlines, and use time effectively. Can optimize organization's time.
Problem Solving: Uses sound or logical judgment to spot and analyze problems, develop alternative solutions and initiate corrective action. Identifies and analyzes problems, finds the best solutions, and implements them. Can anticipate and prevent problems.
Self-Motivation: Internal drive and ability to initiate and sustain action towards goals, even in the face of challenges. Key components include initiative, drive to achieve, commitment, resilience, and a positive outlook.
Embrace Change: Actively identifies problems and opportunities for change and implements solutions where appropriate. Maintains effectiveness when experiencing major changes in work tasks or the work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures. Adapts well to new situations, technology, and processes. Can initiate, manage, and optimize change at the organizational level.
Critical Thinking: Generating ideas using creative thinking to produce appropriate, useful, and valuable ways of addressing organizational goals
Goal Oriented: Focused on achieving specific objectives or outcomes. It implies a drive to accomplish tasks and reach planned results.
Work with Diverse Customer Base: Uses a combination of empathy, cultural awareness, and adaptability .
Phone Communication: the ability to communicate effectively and professionally over the phone, including active listening, clear communication, and appropriate etiquette.
Resilient: The ability to bounce back from difficult situations and maintain a positive attitude and performance.
Think on Feet: The ability to quickly and effectively respond to unexpected situations, make decisions, or solve problems without extensive preparation.
Negotiation: Effectively explores alternatives and positions to reach outcomes that gain the support and acceptance of all parties. Communicates, persuades, and collaborates with others to reach mutually beneficial agreements or solutions. Strategically negotiates with internal stakeholders to achieve desired outcomes. Demonstrates exceptional negotiation skills in interactions with stakeholders and external partners.
Language Fluency: All organizational roles require the ability to speak, read, write in the English language. Additional languages may be required based on client program and/or line of business.
Professional Communication: Demonstrates the ability to strategically and confidently communicate with a diverse team to promote core organizational values of Integrity, Respect, Professionalism, Innovation and Commitment. Actively listens to build trust and to create an inclusive, respectful and productive work environment.
Performance Management: Owns responsibility for team performance by setting clear goals and expectations and exhibits effective problem-solving skills and resilience. Displays strong leadership to positively influence and encourage team to meet key performance indicators.
Team Building, Coaching and Development: Fosters a cohesive and collaborative group dynamic where team members work together towards common goals, leveraging each other’s strengths, and achieve superior results. Creates a knowledge-sharing culture, encouraging open communication, structured feedback and continuous improvement.
Change Management: Recognizing when and why operational change is necessary to improve performance, stay competitive, or adapt to new circumstances. The ability to confidently introduce something new or to significantly improve existing practices, processes, and standard operating procedures.
Business Acumen: Having the fundamental understanding of how the business operates and using it to make informed and logical decisions; the capacity to anticipate future trends, strategically forecast, and devise innovative solutions that enable an organization to achieve its long-term goals.
Microsoft Office Suite
Visual acuity to read information from computer screens, forms and other printed materials and information
Able to speak (enunciate) clearly in conversation and general communication.
Hearing ability for verbal communication, conversation, responses via telephone, telephone systems, and face-to-face interactions.
Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.
Ability to sit at workstation for long periods of time.

Nice To Haves

Undergoing bachelor’s degree
Completion of internal Agent development initiative like JUMP

Responsibilities

Follow all steps of TOPS to manage their team and their shift daily 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’s of their teams 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 “real time” support to Agents experiencing difficulties on calls and handles escalated, irate and/or upset customers' inquiries promptly & professionally when necessary
Ensure all company 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 Management immediately
Manage the team’s performance to continuous KPI achievement.
Program and coach agents taking weekly calls/chat/email/Ticket based on account requirements.
Call/chat/email/Ticket answering time may increase based on product updates or client requirements.
Ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value.
Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
Ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.
Able to adjust messaging to different target audiences (Agent, Ops Manager, Client) with to-the-point communication.
Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
Able to clearly outline current performance drivers of their market and actions to improve.
Always maintain a professional and personable demeanor.
May perform other duties as requested not specifically addressed in this document
Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives by establishing goals that demonstrate your understanding through performance outcomes that support: EBITDA Revenue High Performance Culture Personal Development