Call Center Supervisor (Banking/Financial Services/Collections)

AllianceOne; Maumee (OH); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Health Insurance

HSA/FSA

Paid Time Off

Optional Daily Pay

EAP

401k after 90 days

Job summary

AllianceOne, a Teleperformance subsidiary, seeks a Call Center Supervisor for 1st Party Collections in Maumee, OH. This on-site role will oversee a team to meet client metrics and quality standards while delivering exceptional service.

The position pays $19.00 per hour and offers comprehensive benefits including Health Insurance, HSA/FSA, Paid Time Off, Optional Daily Pay, EAP, and a 401k after 90 days. Schedule is Monday–Friday, 10 AM to 7 PM EST.

Qualifications

• 1 year of call center management or 3 years in collections.
• High School Diploma or equivalent required.
• Proficiency with MS Office.
• Availability to work 10:00 AM–7:00 PM EST, Monday–Friday.

Responsibilities

• Manage and develop a team to meet performance and client metrics.
• Review team performance and provide coaching to ensure targets are met.
• Maintain service levels while maximizing productivity.
• Support agents on calls and handle escalated inquiries as needed.
• Ensure adherence to Teleperformance policies and procedures.

Skills

Call center leadership

Leadership

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 prompt & 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, 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