Government Collections Supervisor
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Job Description
Government Collections Supervisor leading remote agents for AllianceOne, a Teleperformance subsidiary providing contact center management. Driving KPIs, coaching teams, and handling escalated customer inquiries.
Responsibilities:
- Manage and develop a team of assigned Agents to meet and exceed performance, productivity, quality, end-user satisfaction, client satisfaction, and operational metrics
- Review team and Agent performance and quality metrics regularly within the shift
- Follow all steps of TOPS and spend 80% of the shift managing the team
- Support, motivate, evaluate, develop, and coach Agents to meet individual and team targets
- Monitor handled contacts and provide feedback, coaching, and education
- Maintain service levels and maximize team productivity
- Provide real-time support and handle escalated, irate, or upset customer inquiries
- Enforce company policies and procedures and communicate infractions to Management
- Manage continuous KPI achievement
- Coach agents taking weekly calls, chats, emails, and tickets
- Ensure quality and productivity across call, email, and chat channels
- Communicate quarterly strategy and monthly and weekly priorities
- Share operational bottlenecks and challenges with quantified impact
- Identify performance drivers and actions for improvement
- Achieve performance KPIs and established goals
- Coach team members for development and complete team member appraisals
Requirements:
- High school diploma
- 6 months supervisory experience
- At least 6 months experience as an agent in AllianceOne’s for internal processes and internal development
- Ability to speak, read, and write in English
- Microsoft Office Suite
- Workday experience a plus
- Visual acuity to read information from computer screens, forms and other printed materials and information
- Able to speak clearly in conversation and general communication
- Hearing ability for verbal communication, telephone systems, and face-to-face interactions
- Manual dexterity for typing, writing, standing, reaching, bending, crouching, walking, kneeling, and prolonged sitting
- Ability to sit at a workstation for long periods of time
Benefits:
- Health Insurance (Medical/Dental/Vision)
- HSA/FSA plans
- Paid Time Off package
- Optional Daily Pay
- EAP
- 401k after 90 days
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