Government Collections Supervisor

AllianceOne

. Manage and develop a team of assigned Agents to meet and exceed performance, productivity, quality, end-user satisfaction, client satisfaction, and operational metrics .

Posted 9/28/2026full-timeRemote • United StatesJunior💰 $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching abilities to manage and develop a team of agents, ensuring achievement of performance metrics and high levels of customer satisfaction. Proficient in monitoring team performance and providing real-time support to enhance productivity across various communication channels.

Highest-signal resume keywords

Team ManagementPerformance CoachingKPI AchievementCustomer SupportMicrosoft Office Suite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Supervisory ExperiencePerformance Metrics AnalysisQuality AssuranceOperational ManagementKPI Monitoring

Soft Skills

Communication SkillsMotivational SkillsConflict Resolution

Tools & Technologies

Microsoft Office SuiteWorkday

Industry Keywords

Customer SatisfactionAgent DevelopmentService LevelsOperational MetricsContinuous Improvement

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Health Insurance (Medical/Dental/Vision)
HSA/FSA plans
Paid Time Off package
Optional Daily Pay
EAP
401k after 90 days