Call Center Supervisor (1st Party Collections)

AllianceOne Incorporated; Maumee (OH); On-site; USD 21,593 - 30,754; Full time

Benefits offered by this job

Health Insurance (Medical/Dental/Vision)

HSA/FSA plans

Paid Time Off package

Optional Daily Pay

401k after 90 days

Job summary

AllianceOne Incorporated is seeking a Call Center Supervisor for their Maumee, OH location. The role involves managing a team to achieve performance and quality goals, providing support and coaching to agents.

The ideal candidate will have at least 1 year of experience in call center management and proficiency in MS Office. The position offers a competitive pay of $19.00/hour and various benefits including health insurance and a paid time off package.

Qualifications

• Minimum 1 year of call center management or leadership experience, or 3 years in the collections industry.
• Experience with MS Office is required.
• Availability to work Monday through Friday between 10AM – 7PM EST.

Responsibilities

• Manage and develop a team to meet performance and quality metrics.
• Support, motivate, and coach agents to exceed targets.
• Monitor team contacts and provide feedback.

Skills

Call center management

Team leadership

MS Office proficiency

Education

High School Diploma or equivalent

Job description

Job Title

Call Center Supervisor (1st Party Collections)

Location

Maumee, OH (On‑Site)

Pay

$19.00/hour

Benefits

• Health Insurance (Medical/Dental/Vision)
• HSA/FSA plans
• Paid Time Off package
• Optional Daily Pay
• EAP
• 401k after 90 days
• …and much more!

Schedule

Monday – Friday 10AM – 7PM

Responsibilities

The Supervisor manages and develops a team to meet and exceed performance, quality, end‑user satisfaction, client satisfaction and any other relevant key operational metrics by providing guidance, support, and education. The individual will review team and agent performance and quality metrics on a regular basis within shift to ensure all operational metrics are met.

Essential Accountabilities

• Follow all steps of TOPS to manage their team and shift on a daily basis to ensure 80% of the shift is spent managing the team.
• Support, motivate, evaluate, develop, and coach agents to continually meet and exceed their individual and team targets.
• Complete regular monitoring of team contacts and provide appropriate feedback, coaching, and education.
• Proactively maintain and deliver required service levels while maximizing productivity to ensure the desired operational margin.
• Support agents experiencing difficulties on calls and handle escalated irate or upset customer inquiries promptly and professionally.
• Ensure all Teleperformance policies and procedures are adhered to, including but not limited to security, HR, and operations.
• Communicate any known infractions to Teleperformance management immediately.
• Remote management of agents if working as a work‑at‑home Supervisor.

Requirements

• Minimum 1 year of call center management or leadership experience, or 3 years in the collections industry.
• High School Diploma or equivalent.
• Experience with MS Office.
• Availability to work Monday through Friday between 10AM – 7PM EST.

Equal Opportunity Statement

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 [e-mail].

EEO Statement

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.