Call Center Supervisor

AllianceOne, Inc.; Maumee, Northern (OH, KY); Hybrid; USD 35,000 - 42,000; Full time

Job summary

AllianceOne, Inc. in Maumee, OH is seeking a Customer Service Supervisor (Call Center) to lead a team and drive performance. The role is on-site with potential for work-at-home options for selected agents.

The schedule is Monday–Friday, 10:45 am–7:15 pm, with a pay rate of $17.00 per hour. The supervisor will coach and monitor agents, ensure client satisfaction, and maintain service levels while maximizing productivity.

Qualifications

• Minimum 1 year of call center management / leadership experience or 3 years in a call center environment.
• High School Diploma or equivalent.
• Proficiency in MS Office.

Responsibilities

• Manage and develop a team to meet performance, quality, and client satisfaction metrics.
• Review team performance and quality metrics to ensure targets are met.
• Provide guidance, coaching and education to Agents.
• Maintain service levels while maximizing productivity.
• Remote work management if applicable for home-based agents.

Skills

Call center leadership

MS Office

Coaching & mentoring

Education

High School Diploma or equivalent

Tools

TOPS

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

Job 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

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.

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

Questions? Please review our privacy notice available at the following www.allianceoneinc.com/careers For additional information on AllianceOne visit our website at www.allianceoneinc.com. 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.