Call Center Supervisor (1st Party Collections)

AllianceOne Inc; Maumee (OH); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Health Insurance (Medical/Dental/Vision)

401k after 90 days

Paid Time Off

Job summary

AllianceOne Inc is seeking a Call Center Supervisor for their location in Maumee, OH. In this role, you will manage a team to ensure they meet operational performance metrics while providing support and coaching. This position requires a minimum 1 year of management experience in a call center and offers comprehensive benefits including health insurance, PTO, and a 401k plan.

The ideal candidate is dedicated to developing their team and has strong conflict resolution skills.

Qualifications

• Minimum 1 year of call center management experience or 3 years in the collections industry.
• Proven ability to manage and develop teams in a call center environment.
• Availability to work Monday through Friday, 10 am to 7 pm EST.

Responsibilities

• Manage and develop a team to meet performance and quality metrics.
• Monitor team performance and provide appropriate coaching.
• Handle escalated customer inquiries promptly and professionally.

Skills

Call center management

Team development

Conflict resolution

Proficiency in MS Office

Education

High School Diploma or equivalent

Job description

## Call Center Supervisor (1st Party Collections)Applylocations: Maumee, OHtime type: Full timeposted on: Posted Todayjob requisition id: R26\_0000000175**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 CenterSupervisor (1st Party Collections)**Location:** Maumee, OH (On-Site)**Pay:** $19.00/hour**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.**Schedule:** Monday- Friday 10 AM- 7 PM **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:*** Minimum 1 years of call center management /leadership experience (Supervisor or Team lead) or 3 years of experience in the collections industry.* High School Diploma or equivalent* Usage of MS Office* Availability to work between the hours of 10 am- 7 pm EST Monday through FridayIf 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].