Collections Call Center Leader

AllianceOne; Maumee (OH); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Health Insurance

401k after 90 days

Paid Time Off

Job summary

AllianceOne in Maumee, OH is seeking a Call Center Supervisor (Collections) to manage and develop a team of agents, ensuring high performance, quality, and client satisfaction across calls, emails, chats, and tickets. The role emphasizes coaching, real-time support, and adherence to service level targets.

The ideal candidate has supervisory experience (6+ months) and prior agent experience within AllianceOne processes, with a focus on achieving KPI-driven outcomes in a fast-paced contact center

Qualifications

• High school diploma required.
• Bachelor’s degree preferred.
• Completion of internal Agent development initiative like JUMP preferred.
• Minimum 6 months supervisory experience.
• At least 6 months experience as an agent in AllianceOne’s processes and internal development.

Responsibilities

• Manage and develop a team of Agents to meet performance metrics.
• Review team performance and quality metrics to ensure targets are met.
• Coach Agents to achieve individual and team goals.
• Provide real-time support on calls and handle escalations professionally.
• Ensure adherence to company policies and procedures and drive KPI achievement.
• Oversee multi-channel performance (call, email, chat, ticket) and service levels.

Skills

Coaching and development

Team leadership

Performance monitoring

Customer service skills

Education

High school diploma

Bachelor's degree (preferred)

Internal Agent development initiative (JUMP) (preferred)

Job description

AllianceOne in Maumee, OH is seeking a Call Center Supervisor (Collections) to manage and develop a team of agents, ensuring high performance, quality, and client satisfaction across calls, emails, chats, and tickets. The role emphasizes coaching, real-time support, and adherence to service level targets.

The ideal candidate has supervisory experience (6+ months) and prior agent experience within AllianceOne processes, with a focus on achieving KPI-driven outcomes in a fast-paced contact center