Call Center Supervisor (Collections)

teleperformance; Maumee (OH); On-site; USD 49,985,000 - 67,635,000; Full time

Benefits offered by this job

Health Insurance

PTO

401k after 90 days

Optional Daily Pay

Job summary

AllianceOne, a Teleperformance subsidiary, is seeking a Call Center Supervisor (Collections) in Maumee, OH on-site. Salary is $20.50 per hour and full-time benefits are included. Schedule: Mon-Fri 10:00 AM–8:00 PM ET.

You will lead and coach a team of agents to meet performance, quality and client satisfaction targets, review metrics, and provide real-time support as needed. Requirements include a high school diploma; 6 months supervisory experience; 6 months as an agent in AllianceOne

Qualifications

• High school diploma is required.
• Bachelor’s degree in progress is preferred.
• Minimum 6 months supervisory experience.
• At least 6 months experience as an agent in AllianceOne's processes and internal development.

Responsibilities

• Lead and develop a team of agents to meet performance targets and client satisfaction.
• Monitor performance and quality metrics; provide feedback, coaching and education.
• Ensure service levels and productivity across channels; provide real-time support and handle escalations.

Skills

Leadership

Coaching

Team management

Problem solving

Interpersonal skills

Education

High school diploma

Bachelor’s degree in progress (preferred)

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 Center Supervisor (Collections)

Location: Maumee, OH (On-Site)

Pay: $20.50/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 - 8 PM ET

This position will remain posted until filled.

Role Overview:

Manages and develops a team of assigned Agents to meet and exceed performance, maximize productivity, assure quality, end user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.

Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.

Role-Based Accountabilities:

• Follow all steps of TOPS to manage their team and their shift daily 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's of their teams 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 "real time" support to Agents experiencing difficulties on calls and handles escalated, irate and/or upset customers' inquiries promptly & professionally when necessary
• Ensure all company 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 Management immediately
• Manage the team's performance to continuous KPI achievement.
• Program and coach agents taking weekly calls/chat/email/Ticket based on account requirements. Call/chat/email/Ticket answering time may increase based on product updates or client requirements.
• Ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
• Ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (Agent, Ops Manager, Client) with to-the-point communication.
• Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
• Able to clearly outline current performance drivers of their market and actions to improve.
• Always maintain a professional and personable demeanor.
• May perform other duties as requested not specifically addressed in this document
• Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives by establishing goals that demonstrate your understanding through performance outcomes that support: EBITDA Revenue High Performance Culture Personal Development

Expected Deliverables:

• Achieve performance KPIs and established goals
• Coaching team members for development
• Appraisals of their team members

Qualifications:

• High school diploma
• Undergoing bachelor's degree (preferred)
• Completion of internal Agent development initiative like JUMP (preferred)
• 6 months supervisory experience (or internal or external candidates
• At least 6 months experience as an agent in AllianceOne's for internal processes and internal development

Behavioral Competencies:

• Emotional Intelligence: Ability to manage both your own emotions and understand the emotions of people around you. There are five key elements to EI: self-awareness, self-regulation, motivation, empathy, and social skills.
• Problem Analysis and Problem Solving: Uses sound or logical judgment to spot and analyze problems, develop alternative solutions and initiate corrective action. Identifies and analyzes problems, finds the best solutions, and implements them. Can anticipate and prevent problems.
• Interpersonal Effectiveness: The ability to notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others.
• Leadership: Guides and inspires team to achieve a common goal and promote individual growt