Call Center Supervisor (Banking/Financial Services/Collections)

AllianceOne; Maumee (OH); On-site; USD 22,000 - 31,000; Full time

Job summary

AllianceOne in Maumee, OH is seeking a Call Center Supervisor for 1st Party Collections to lead a on-site team and achieve performance targets. You will coach Agents, monitor performance metrics, and ensure client satisfaction while managing daily shift operations.

The ideal candidate has at least 1 year of call center leadership (or 3 years in collections), a high school diploma, and proficiency with MS Office. Schedule is Mon–Fri 10:00 AM–7:00 PM EST; pay is $19/hour with full-time benefits.

Qualifications

• Minimum 1 year of call center management/leadership experience or 3 years of experience in the collections industry.
• High School Diploma or equivalent.
• Usage of MS Office.

Responsibilities

• Monitor and coach Agents to meet performance and quality targets.
• Review metrics and provide timely feedback to drive client satisfaction.
• Ensure service levels and productivity while managing daily shift.
• Address escalated calls professionally and guide team through issues.
• Enforce Teleperformance policies and security procedures.

Skills

Leadership

Coaching

Education

High School Diploma or equivalent

Tools

MS Office

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 CenterSupervisor (1st Party Collections)

Location: Maumee, OH (On-Site)

Pay: $19.00/hour

• 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 Friday

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