Call Center Supervisor (Collections)

AllianceOne•Maumee, OH

19d•Onsite

About The Position

AllianceOne, a subsidiary of Teleperformance, is hiring a full-time, on-site Call Center Supervisor in Maumee, Ohio. The supervisor manages and develops an assigned team of agents to meet performance goals, maximize productivity, maintain quality, and support end-user and client satisfaction. The role includes reviewing team and agent performance and quality metrics during each shift, coaching and developing agents, and providing real-time support for agents and escalated customer inquiries. The schedule is Monday through Friday, 10 a.m. to 8 p.m. ET. Pay is $20.50 per hour, with potential monthly commission. The supervisor is expected to follow the company’s TOPS process, spend 80% of the shift managing the team, ensure consistent performance across communication channels, and communicate operational challenges and performance drivers. The position also contributes to organizational goals related to EBITDA, revenue, high performance culture, and personal development. Expected deliverables include achieving performance KPIs and established goals, coaching team members, and completing team appraisals.

Requirements

High school diploma.
At least 6 months of supervisory experience.
For internal candidates, at least 6 months of experience as an AllianceOne agent.
Ability to speak, read, and write in English.
Microsoft Office Suite competency.
Demonstrated people leadership, professional communication, performance management, team building, coaching and development, change management, and business acumen.
Behavioral competencies including emotional intelligence, problem analysis and solving, interpersonal effectiveness, leadership, time management, self-motivation, adaptability, critical thinking, goal orientation, working with diverse customers, professional phone communication, resilience, quick decision-making, and negotiation.

Nice To Haves

Bachelor’s degree in progress.
Completion of an internal Agent development initiative such as JUMP.
Workday experience.

Responsibilities

Manage and develop an assigned team of agents to meet and exceed performance, productivity, quality, customer satisfaction, and operational targets.
Review team and agent performance and quality metrics regularly during the shift.
Follow all steps of TOPS and spend 80% of the shift managing the team.
Support, motivate, evaluate, develop, and coach agents to meet and exceed individual and team targets.
Monitor handled contacts and provide feedback, coaching, and education to help agents meet client requirements.
Maintain required service levels while maximizing team productivity and operational margin.
Provide real-time support to agents and promptly and professionally handle escalated, irate, or upset customers when necessary.
Ensure adherence to company policies and procedures, and immediately communicate known infractions to management.
Manage team performance toward continuous KPI achievement.
Program and coach agents taking weekly calls, chats, emails, or tickets according to account requirements.
Ensure consistent quality and productivity across channels and performance against service-level metrics or revenue and funnel goals.
Ensure agents understand and adhere to quarterly strategy and monthly and weekly priorities; tailor communication to agents, operations managers, and clients.
Share operational bottlenecks and challenges, including quantified impact, and outline performance drivers and improvement actions.
Maintain a professional and personable demeanor.
Perform other duties as requested.
Establish goals that demonstrate how the role and subordinate roles contribute to organizational objectives, including EBITDA, revenue, high performance culture, and personal development.
Achieve performance KPIs and established goals.
Coach team members for development and complete appraisals of team members.