AllianceOne

Collections

• 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

Government Collections Supervisor