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Call Center Job in Saint Paul, Minnesota : MN 55121

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Call Center Supervisor

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AllianceOne
Management, Customer Service, Telecommunications
3000 Ames Crossing Road
Saint Paul
Minnesota
55121
click here to apply

Call Center Supervisor Job Description

 

As one of the leading accounts receivables providers today, AllianceOne offers a complete range of collection services and contact center solutions designed to meet our clients' diverse needs. The company has built an infrastructure of operational sites around centers of excellence specializing in specific market areas and/or portfolio segments.

 

We believe that our employees are what make us successful and that the quality of service we provide is the key foundation for our continued growth. Our highly committed and active management team is second to none in the industry, while our financial stability, global reach, flexibility and technology are equally unsurpassed.

 

We are a results-driven organization that offers great opportunities and rewards for those who share our passion for delivering top results and our desire to become the best.

 

We are currently seeking a Talented Professional to add to our Team:

 

Position: Call Center Supervisor

Location: Eagan, MN

Pay: $40-50K (DOQ)

 

 

OVERVIEW:

  • Manages and develops a team of assigned Agents 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.

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

KEY RESPONSIBILITIES:

  • 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

  • Completes 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 “real time" support to Agents experiencing difficulties on calls and handles 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

     

For additional information on AllianceOne Inc., please visit our website www.allianceoneinc.com or call our Job Hotline at 877-876-7886.

 

We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.


Saint Paul Call Center Job

Call Center Supervisor Job Requirements

REQUIREMENTS:

  • High School diploma or equivalent, college degree preferred

  • Minimum 1 year of call center management/leadership experience (Supervisor or Team Lead)

  • Working knowledge of FDCPA laws and regulations is a plus

  • Proficient in MS Office Suite

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