Call Center Supervisor

AllianceOne • Port St. Lucie, FL

3d • 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.
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

• High school diploma or GED. A degree is not required.
• 2+ years of contact center leadership, or 1+ year of leadership combined with direct collections experience.
• Demonstrated ability to coach to numeric targets and to document that coaching to an auditable standard.
• Onsite full time at PSL with flexibility across the program's operating window, including evening and Saturday coverage.
• Able to run a structured meeting and produce written notes of client-deliverable quality every week.

Nice To Haves

• Prior leadership in first party collections, recovery, or delinquency management at a bank, credit union or card issuer.
• Experience leading in a client-dedicated, regulated program where a client audited quality and coaching evidence.
• Working familiarity with workforce management concepts - adherence, occupancy, shrinkage, forecast versus actual.
• Experience with a formal management operating system or equivalent structured manager routine framework.

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

Benefits

• Health Insurance (Medical/Dental/Vision)
• HSA/FSA plans
• Paid Time Off package
• Optional Daily Pay
• EAP
• 401k after 90 days
• Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED