On-Site Collections Call Center Supervisor - Lead & Coach

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

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.