Call Center Supervisor

AllianceOne Incorporated; Port Saint Lucie (FL); On-site; USD 60,174,000 - 70,092,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k after 90 days

Optional Daily Pay

Job summary

AllianceOne Incorporated in Port St. Lucie, FL is hiring a Call Center Supervisor to lead a team of contact center agents, driving performance, quality, and client satisfaction while meeting service levels. The role requires onsite presence and travel for training.

Eligible for hourly pay with a monthly bonus and comprehensive benefits. Requirements include 2+ years in contact center leadership (or 1+ year with collections) and a high school diploma or GED.

Qualifications

• High school diploma or GED. A degree is not required.
• 2+ years of contact center leadership, or 1+ year of leadership with collections experience.
• Ability to coach to numeric targets and document 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 structured meetings and produce written notes of client-deliverable quality every week.

Responsibilities

• Manage and develop a team to meet and exceed performance, quality, end-user satisfaction and client metrics.
• Review team and Agent performance and quality metrics on a regular basis within shift.
• Maintain required service levels while maximizing productivity and operational margin.
• Provide support to Agents on calls and handle escalated inquiries professionally.
• Ensure all company policies and procedures are adhered to; manage remote work if applicable.

Skills

Leadership

Coaching

Performance metrics

Team management

Education

High school diploma or GED

Tools

TOPS system

Workforce management concepts

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.

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.

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

• 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.

Opportunity

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].

Contact & Further Information

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.