Call Center Supervisor — Lead, Coach & Drive Performance

AllianceOne Incorporated; Port Saint Lucie (FL); On-site; USD 60,174,000 - 70,092,000; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

401k after 90 days

Optional Daily Pay

Job summary

AllianceOne Incorporated in Port St. Lucie, FL is hiring a Call Center Supervisor to lead a team of contact center agents, driving performance, quality, and client satisfaction while meeting service levels. The role requires onsite presence and travel for training.

Eligible for hourly pay with a monthly bonus and comprehensive benefits. Requirements include 2+ years in contact center leadership (or 1+ year with collections) and a high school diploma or GED.

Qualifications

• High school diploma or GED. A degree is not required.
• 2+ years of contact center leadership, or 1+ year of leadership with collections experience.
• Ability to coach to numeric targets and document coaching to an auditable standard.
• Onsite full time at PSL with flexibility across the program's operating window, including evening and Saturday coverage.
• Able to run structured meetings and produce written notes of client-deliverable quality every week.

Responsibilities

• Manage and develop a team to meet and exceed performance, quality, end-user satisfaction and client metrics.
• Review team and Agent performance and quality metrics on a regular basis within shift.
• Maintain required service levels while maximizing productivity and operational margin.
• Provide support to Agents on calls and handle escalated inquiries professionally.
• Ensure all company policies and procedures are adhered to; manage remote work if applicable.

Skills

Leadership

Coaching

Performance metrics

Team management

Education

High school diploma or GED

Tools

TOPS system

Workforce management concepts

Job description

AllianceOne Incorporated in Port St. Lucie, FL is hiring a Call Center Supervisor to lead a team of contact center agents, driving performance, quality, and client satisfaction while meeting service levels. The role requires onsite presence and travel for training.

Eligible for hourly pay with a monthly bonus and comprehensive benefits. Requirements include 2+ years in contact center leadership (or 1+ year with collections) and a high school diploma or GED.