Call Center Supervisor (Collections)

AllianceOne Inc.; Maumee (OH); On-site; USD 42,000 - 48,000; Full time

Benefits offered by this job

Health Insurance

401k after 90 days

Paid Time Off

Optional Daily Pay

Employee Assistance Program

Job summary

AllianceOne Inc. is seeking a Call Center Supervisor (Collections) to lead a team of agents on-site in Maumee, OH. The role focuses on coaching, performance management, and delivering real-time support to ensure service levels and client satisfaction.

You will monitor metrics, provide timely feedback, and drive continuous improvement while adhering to company policies and procedures. Strong EI and leadership are essential for success.

Qualifications

• High school diploma or higher required / bachelor’s degree preferred.
• 6 months supervisory experience (or internal candidates).
• 6 months experience as an agent in AllianceOne’s processes.
• Internal leadership development like JUMP is preferred.

Responsibilities

• Manage and develop a team of Agents to meet performance targets.
• Review performance and quality metrics within shifts to ensure KPIs are met.
• Provide coaching, feedback, and education to ensure client requirements are met.
• Maintain real-time support and escalate when necessary to handle difficult inquiries.
• Ensure adherence to policies and protect EBITDA, revenue, and customer satisfaction.

Skills

Coaching

Emotional intelligence

Leadership

Problem solving

Time management

Interpersonal effectiveness

Critical thinking

Self-motivation

Change management

Negotiation

Communication

Performance management

Team building

Think on their feet

Resilience

Professional communication

Education

High school diploma

Bachelor’s degree (preferred)

JUMP program (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/hourBenefits: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 ETThis 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 teamSupport, motivate, evaluate, develop and coach their Agents to continually meet and exceed their individual / team targetsCompletes regular monitoring’s of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirementsProactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational marginProvide “real time” support to Agents experiencing difficulties on calls and handles escalated, irate and/or upset customers' inquiries promptly & professionally when necessaryEnsure 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 immediatelyManage 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 documentEnsure 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:EBITDARevenueHigh Performance CulturePersonal DevelopmentExpected Deliverables:Achieve performance KPIs and established goalsCoaching team members for developmentAppraisals of their team membersQualifications:Education and CertificationsHigh school diplomaUndergoing bachelor’s degree (preferred)Completion of internal Agent development initiative like JUMP (preferred)Work Experience6 months supervisory experience (or internal or external candidatesAt least 6 months experience as an agent in AllianceOne’s for internal processes and internal developmentBehavioral 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 growth. Enable and help individuals to develop their skills, achieve team goals, and realize their full potential. Can lead with a vision setting strategic direction for the organization.Time Management: Effectively manages one’s time and resources to ensure that work is completed efficiently. Able to effectively prioritize tasks, meet deadlines, and use time effectively. Can optimize organization's time.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.Self-Motivation: Internal drive and ability to initiate and sustain action towards goals, even in the face of challenges. Key components include initiative, drive to achieve, commitment, resilience, and a positive outlook.Embrace Change: Actively identifies problems and opportunities for change and implements solutions where appropriate. Maintains effectiveness when experiencing major changes in work tasks or the work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures. Adapts well to new situations, technology, and processes. Can initiate, manage, and optimize change at the organizational level.Critical Thinking: Generating ideas using creative thinking to produce appropriate, useful, and valuable ways of addressing organizational goalsGoal Oriented: Focused on achieving specific objectives or outcomes. It implies a drive to accomplish tasks and reach planned results.Work with Diverse Customer Base: Uses a combination of empathy, cultural awareness, and adaptability.Phone Communication: the ability to communicate effectively and professionally over the phone, including active listening, clear communication, and appropriate etiquette.Resilient: The ability to bounce back from difficult situations and maintain a positive attitude and performance.Think on Feet: The ability to quickly and effectively respond to unexpected situations, make decisions, or solve problems without extensive preparation.Negotiation: Effectively explores alternatives and positions to reach outcomes that gain the support and acceptance of all parties. Communicates, persuades, and collaborates with others to reach mutually beneficial agreements or solutions. Strategically negotiates with internal stakeholders to achieve desired outcomes. Demonstrates exceptional negotiation skills in interactions with stakeholders and external partners.Language Fluency: All organizational roles require the ability to speak, read, write in the English language. Additional languages may be required based on client program and/or line of business.Core People Leader Competencies:Professional Communication: Demonstrates the ability to strategically and confidently communicate with a diverse team to promote core organizational values of Integrity, Respect, Professionalism, Innovation and Commitment. Actively listens to build trust and to create an inclusive, respectful and productive work environment.Performance Management: Owns responsibility for team performance by setting clear goals and expectations and exhibits effective problem-solving skills and resilience. Displays strong leadership to positively influence and encourage team to meet key performance indicators.Team Building, Coaching and Development: Fosters a cohesive and collaborative group dynamic where team members work together towards common goals, leveraging each other’s strengths, and achieve superior results. Creates a knowledge-sharing culture, encouraging open communication, structured feedback and continuous improvement.Change Management: Recognizing when and why operational change is necessary to improve performance, stay competitive, or adapt to new circumstances. The ability to confidently introduce something new or to significantly improve existing practices, processes, and standard operating procedures.Business Acumen: Having the fundamental understanding of how the business operates and using it to make informed and logical decisions; the capacity to anticipate future trends, strategically forecast, and devise innovative solutions that enable an organization to achieve its long-term goals.Technical CompetenciesMicrosoft Office SuiteWorkday experience a plusPhysical Requirements:Visual: Visual acuity to read information from computer screens, forms and other printed materials and informationVerbal: Able to speak (enunciate) clearly in conversation and general communication.Hearing: Hearing ability for verbal communication, conversation, responses via telephone, telephone systems, and face-to-face interactions.Manual Dexterity: Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.Sitting: Ability to sit at workstation for long periods of time.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]?Please review our privacy notice available at the following www.allianceoneinc.com/careersFor additional information on AllianceOne visit our website at www.allianceoneinc.com