Call Center Supervisor

AllianceOne; Port Saint Lucie (FL); On-site; USD 60,174,000 - 75,548,000; Full time

Benefits offered by this job

Health Insurance

Dental/Vision

HSA/FSA plans

401k after 90 days

Paid Time Off

Job summary

AllianceOne, a Teleperformance subsidiary, is seeking a Call Center Supervisor in Port St. Lucie, FL on-site. The role supervises a team to meet performance, quality, end-user satisfaction and client metrics.

You will review team performance and provide guidance, coaching and education, with training travel to San Antonio, TX for two weeks. Pay is $21.00 per hour with monthly bonus potential up to $600, plus comprehensive benefits.

Qualifications

• 2+ years of contact center leadership, or 1+ year with direct collections experience.
• Ability to coach to numeric targets and document coaching to an auditable standard.
• Onsite full time at PSL with evening and Saturday coverage.

Responsibilities

• Manage and develop a team to meet performance, quality, end-user and client metrics.
• Review team and Agent performance and quality metrics within shift and provide feedback.
• Follow TOPS steps to keep 80% of the shift spent on team management.
• Motivate, evaluate, develop and coach Agents to meet targets.
• Monitor handled contacts and deliver coaching to ensure client requirements.
• Maintain service levels while maximizing productivity and margins.
• Support Agents on calls and handle escalated irate customers professionally.
• Ensure policies are followed; communicate infractions to management.
• Remote management of agents if working as a work-at-home Supervisor.

Skills

Leadership

Coaching

Performance metrics

Communication

Team supervision

Education

High school diploma or GED

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 Description:

Job Title: Call Center Supervisor

Location: Port St. Lucie, FL(On-Site)

Travel Required: Must be able to travel to San Antonio, TX for 2 weeks of training (paid for by company)

Pay: $21.00/hour + Monthly Bonus potential (up to $600.00/month potential)

Benefits:

• Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision), HSA/FSA plans, Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days and much more!
• Full-Time employees are eligible for Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month.

Description:

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.

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:

• 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.

Preferred Requirements:

• 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.

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].