Call Center Supervisor - Remote-Eligible

AllianceOne Incorporated; Maumee (OH); On-site; USD 19,000 - 28,000; Full time

Job summary

AllianceOne Incorporated in Maumee, OH, part of Teleperformance, is seeking a Customer Service Supervisor (Call Center) to lead a team and drive performance metrics. This role oversees coaching, monitoring, and optimizing agent performance to meet client satisfaction and service level goals.

The supervisor may manage work-at-home agents if assigned, and will coordinate with on-site staff to ensure quality and efficiency within the shift. Strong leadership and MS Office skills are essential.

Qualifications

• 1+ year of call center management/leadership experience or 3 years in a call center environment.
• High School Diploma or equivalent.
• MS Office proficiency required.
• Availability to work 8am–7pm EST Monday–Friday, on-site or remotely based on client needs.

Responsibilities

• Follow TOPS steps to manage the team and shift to keep 80% of time on team management.
• Motivate, evaluate, develop and coach Agents to meet or exceed targets.
• Monitor team performance and quality metrics and provide feedback and coaching.
• Maintain service levels while maximizing productivity to meet client requirements.
• Support Agents with calls, handle escalated inquiries professionally when necessary.
• Ensure adherence to Teleperformance policies and procedures, report infractions to management.

Skills

Call Center Management

Team Leadership

Education

High School Diploma

Tools

MS Office

Job description

AllianceOne Incorporated in Maumee, OH, part of Teleperformance, is seeking a Customer Service Supervisor (Call Center) to lead a team and drive performance metrics. This role oversees coaching, monitoring, and optimizing agent performance to meet client satisfaction and service level goals.

The supervisor may manage work-at-home agents if assigned, and will coordinate with on-site staff to ensure quality and efficiency within the shift. Strong leadership and MS Office skills are essential.