Call Center Supervisor (1st Party Collections)

AllianceOne•Maumee, OH

9d•Onsite

About The Position

AllianceOne, a subsidiary of Teleperformance, is a global leader in contact center management. This position is for a Call Center Supervisor in 1st Party Collections, located in Maumee, OH. The role involves managing and developing a team to meet and exceed performance, quality, and client satisfaction metrics. The supervisor will review team and agent performance, provide guidance and coaching, and ensure adherence to company policies.

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

Manages and develops a team to meet and exceed performance, quality, end-user satisfaction, client satisfaction, and other relevant key operational metrics by providing guidance, support, and education.
Reviews team and Agent performance and quality metrics on a regular basis within shift to ensure all operational metrics are met.
Follows 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.
Supports, motivates, evaluates, develops, and coaches their Agents to continually meet and exceed their individual/team targets.
Completes regular monitoring of their team’s handled contacts and provides appropriate feedback, coaching, and education to ensure Agents meet the minimum client requirements.
Proactively maintains and delivers the required service levels whilst maximizing productivity in the team to ensure the desired operational margin.
Provides support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary.
Ensures all Teleperformance policies and procedures are adhered to, including but not limited to, Security, HR, Operations, etc.
Communicates any known infractions to corporate policies and procedures to Teleperformance Management immediately.
Remote management of agents if working as a work-at-home Supervisor.