[Hiring] Call Center Supervisor @AllianceOne

Role Description

The Echo Health Supervisor manages and develops a team assigned to meet and exceed performance, quality, end-user satisfaction, client satisfaction, and any other relevant key operational metrics by providing them guidance, support, and education. The individual in this role will review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met. There is a possibility that this could be a work at home position if selected to manage work at home agents.

• Follow all steps of TOPS to manage their team and their shift on a daily basis to ensure 80% of their shift is spent managing their team.
• Support, motivate, evaluate, develop, and coach their Agents to continually meet and exceed their individual/team targets.
• Complete regular monitoring of their team’s handled contacts and provide appropriate feedback, coaching, and education to ensure Agents meet the minimum client requirements.
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin.
• Provide support to Agents experiencing difficulties on calls and handle escalated irate and/or upset customers' inquiries promptly & professionally when necessary.
• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately.
• Remote management of agents if working as a work at home Supervisor.

Qualifications

• Minimum 1 year of call center management/leadership experience (Supervisor or Team lead) or 3 years of experience in a call center environment.
• High School Diploma or equivalent.
• Usage of MS Office.
• Availability to work between the hours of 8am-7pm EST Monday through Friday, along with working on-site or remotely based on client needs.

Company Description

AllianceOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. AllianceOne is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

To request reasonable accommodation please email us at [email protected].

Questions? Please review our privacy notice available at the following www.allianceoneinc.com/careers. For additional information on AllianceOne visit our website at www.allianceoneinc.com.