[Hiring] Government Collections Supervisor @AllianceOne

Role Description

Manages and develops a team of assigned Agents to meet and exceed performance, maximize productivity, assure quality, end user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.

• Review team and Agent performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met.

Role-Based Accountabilities

• Follow all steps of TOPS to manage their team and their shift daily 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.
• Completes regular monitoring’s of their teams 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 “real time” support to Agents experiencing difficulties on calls and handles escalated, irate and/or upset customers' inquiries promptly & professionally when necessary.
• Ensure all company 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 Management immediately.
• Manage the team’s performance to continuous KPI achievement.
• Program and coach agents taking weekly calls/chat/email/Ticket based on account requirements. Call/chat/email/Ticket answering time may increase based on product updates or client requirements.
• Ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
• Ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (Agent, Ops Manager, Client) with to-the-point communication.
• Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
• Able to clearly outline current performance drivers of their market and actions to improve.
• Always maintain a professional and personable demeanor.
• May perform other duties as requested not specifically addressed in this document.
• Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives by establishing goals that demonstrate your understanding through performance outcomes that support:
  • EBITDA
  • Revenue
  • High Performance Culture
  • Personal Development

Expected Deliverables

• Achieve performance KPIs and established goals.
• Coaching team members for development.
• Appraisals of their team members.

Qualifications

• High school diploma.
• Undergoing bachelor’s degree (preferred).
• Completion of internal Agent development initiative like JUMP (preferred).
• 6 months supervisory experience (for internal or external candidates).
• At least 6 months experience as an agent in AllianceOne’s for internal processes and internal development.

Requirements

• Emotional Intelligence: Ability to manage both your own emotions and understand the emotions of people around you.
• Problem Analysis and Problem Solving: Uses sound or logical judgment to spot and analyze problems, develop alternative solutions and initiate corrective action.
• Interpersonal Effectiveness: The ability to notice, interpret, and anticipate others’ concerns and feelings.
• Leadership: Guides and inspires team to achieve a common goal and promote individual growth.
• Time Management: Effectively manages one’s time and resources to ensure that work is completed efficiently.
• Self-Motivation: Internal drive and ability to initiate and sustain action towards goals.
• Embrace Change: Actively identifies problems and opportunities for change and implements solutions.
• Critical Thinking: Generating ideas using creative thinking to produce appropriate, useful, and valuable ways of addressing organizational goals.
• Goal Oriented: Focused on achieving specific objectives or outcomes.
• Work with Diverse Customer Base: Uses a combination of empathy, cultural awareness, and adaptability.
• Phone Communication: The ability to communicate effectively and professionally over the phone.
• Resilient: The ability to bounce back from difficult situations and maintain a positive attitude.
• Think on Feet: The ability to quickly and effectively respond to unexpected situations.
• Negotiation: Effectively explores alternatives and positions to reach outcomes that gain support.
• Language Fluency: Ability to speak, read, write in the English language.

Benefits

• Health Insurance (Medical/Dental/Vision).
• HSA/FSA plans.
• Paid Time Off package.
• Optional Daily Pay.
• EAP.
• 401k after 90 days.
• Full-Time employees are eligible for Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month.