Call Center Supervisor

AllianceOne Incorporated; Maumee (OH); On-site; USD 19,000 - 28,000; Full time

Job summary

AllianceOne Incorporated in Maumee, OH, part of Teleperformance, is seeking a Customer Service Supervisor (Call Center) to lead a team and drive performance metrics. This role oversees coaching, monitoring, and optimizing agent performance to meet client satisfaction and service level goals.

The supervisor may manage work-at-home agents if assigned, and will coordinate with on-site staff to ensure quality and efficiency within the shift. Strong leadership and MS Office skills are essential.

Qualifications

• 1+ year of call center management/leadership experience or 3 years in a call center environment.
• High School Diploma or equivalent.
• MS Office proficiency required.
• Availability to work 8am–7pm EST Monday–Friday, on-site or remotely based on client needs.

Responsibilities

• Follow TOPS steps to manage the team and shift to keep 80% of time on team management.
• Motivate, evaluate, develop and coach Agents to meet or exceed targets.
• Monitor team performance and quality metrics and provide feedback and coaching.
• Maintain service levels while maximizing productivity to meet client requirements.
• Support Agents with calls, handle escalated inquiries professionally when necessary.
• Ensure adherence to Teleperformance policies and procedures, report infractions to management.

Skills

Call Center Management

Team Leadership

Education

High School Diploma

Tools

MS Office

Job description

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.

Job Title

Customer Service Supervisor (Call Center)

Location

Maumee, OH

Pay

$17.00

Schedule

Monday- Friday 10:45 am- 7:15 pm

Description

The Echo Health 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. There is a possibility that this could be a work at home position if selected to manage work at home agents.

Essential Accountabilities

• 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 Requirements

• Minimum 1 years of call center management /leadership experience (Supervisor or Team lead) or 3 years of experience in a call center environment
• High School Diploma or equivalent
• Usage of MS Office
• Availability to work between the hours of 8am-7pm EST Monday through Friday, along with working on-site or remotely based on client needs.

Company Culture

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Equal Opportunity

AllianceOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

AllianceOne is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

To request reasonable accommodation please email us at [e-mail].

Careers & Privacy

Questions? Please review our privacy notice available at the following www.allianceoneinc.com/careers

Company Overview

As one of the leading accounts receivable providers today, we offer a complete range of collection and contact center solutions designed to meet our clients’ diverse needs. The realities of managing debt have become increasingly more sophisticated due to declining contact rates and increased account handling requirements. With a robust compliance management system and a tenured operational team, we know how to connect with consumers in payment jeopardy, minimize conflict, and bring the situation to a resolution.