Call Center Supervisor (1st Party Collections)

AllianceOne•Maumee, OH

7d•Onsite

About The Position

AllianceOne, a subsidiary of Teleperformance, is a global leader in contact center management. This position offers the opportunity to be part of a global company and contribute to creating value through excellent customer experience. The Supervisor manages and develops a team to meet and exceed performance, quality, and client satisfaction metrics by providing guidance, support, and education. This role involves regular review of team and Agent performance and quality metrics to ensure operational targets are met.

Requirements

Minimum 1 year 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

Manage and develop a team to meet and exceed performance, quality, end-user satisfaction, and client satisfaction metrics.
Provide guidance, support, and education to team members.
Review team and Agent performance and quality metrics on a regular basis within shift to ensure all operational metrics are met.
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 Agents to continually meet and exceed their individual/team targets.
Complete 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.
Handle escalated irate and/or upset customers' inquiries promptly and professionally when necessary.
Ensure all Teleperformance policies and procedures are adhered to, including but not limited to, Security, HR, and Operations.
Communicate any known infractions of corporate policies and procedures to Teleperformance Management immediately.
Remote management of agents if working as a work at home Supervisor.