Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management, with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience.
Job Description:
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.
We are currently seeking a Customer Service Center Supervisor (Spanish Bilingual preferred) to add to our Orlando team!
Pay Rate: $25.55/hour
Location: Orlando, FL (On-Site Only)
Benefits:
Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision), HSA/FSA plans, Generous Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days and much more!
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.
Description:
Reporting to the Customer Service Manager, the CSC and Service Center Supervisor is responsible for overseeing the daily activities of the Customer Service Center and for meeting and exceeding established personal performance measures. The CSC and Service Center Supervisor is also responsible for coaching, developing, and mentoring Customer Service Representatives (CSRs), responding to customer inquiries, ensuring the accuracy of payment processing and account maintenance, as well as adhering and complying with toll system procedures and requirements.
Responsibilities:
- Perform required opening and/or closing duties for the Customer Service Center, to include, but not limited to administrative functions such as cashing out CSRs, checking transponder inventory and monitoring accounts unable to process while also ensuring daily key performance indicators (KPIs) are met.
- Monitor and document the quality of transactions processed as well as incoming and outgoing telephone calls and provide continuous feedback to staff. Assist escalated walk-in customers as well as complete escalation call backs as required.
- Identify problems with office equipment, systems and general toll issues and communicate or escalate these issues to the proper area for resolution. Coordinate with other department personnel as necessary to resolve issues.
- Utilize performance management information to monitor, coordinate and schedule the activities of staff in assisting the Customer Service Manager with the achievement of the designated KPIs.
- Ensure daily personal performance measures are available and effectively utilize information to manage the workforce for continuous improvement. Emphasize and enforce the importance of CSC KPIs and while supporting business processes and decisions implemented by Management.
- Take ownership of the various customer channels ensuring an effective allocation of the workforce to handle volumes within contractual requirements.
- Responsible for effective human resources management; including but not limited to, providing oversight and coordination of training, coaching, mentoring, providing input and recommendations for salary increases, promotions, and corrective actions, i.e. disciplinary and terminations. Reviews, approves, and maintains timesheets and leave requests for staff.
- Adhere to and support company policies, procedures and contractual requirements when communicating with customers and the CSC team. Lead by example by maintaining a high standard of deportment and adherence to company policies. Provide input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures to improve operations and to support changing business requirements.
- Communicate effectively with other departments to foster a cohesive team environment and ensure these areas are aware of issues that may impact their area. Build and maintain a strong working relationship with the client, contractors, vendors, and other related parties as necessary.
- Work with a high degree of personal integrity and professionalism, treat others with respect and foster a safe harassment free work environment.
- Other job-related duties as required.
Required Education and Experience:
- Bachelor’s degree in Business Administration or related discipline.
- Three (3) plus years of relevant experience as a Supervisor leading a workforce of similar size and similar scale and complexity OR a combination of education and experience.
- Intermediate proficiency using Microsoft Office Suite (Word, Excel, Outlook and PowerPoint).
- Strong verbal and written communication skills.
- Strong analytical and problem-solving skills with the ability to review and analyze data and communicate solutions. Require superior attention to detail, professional in appearance and possess the ability to motivate others.
Knowledge, Skills & Abilities:
- Spanish Bilingual preferred
- Knowledge of principles of excellent customer service and the ability to apply to business practices and operations.
- Knowledge of leadership principles, change management, and process improvement principles.
- Knowledge of MS Office Suite to include Word, Excel, Outlook and PowerPoint.
- Skill in communicating to persons representing varied educational levels and cultural backgrounds.
- Skill at exercising tact and diplomacy in dealing with sensitive, complex, and confidential issues and situations.
- Skill in exercising accuracy and thoroughness and monitoring one’s own work to ensure quality.
- Skill in time management, including prioritizing, organizing, and coordinating multiple work areas and assignments under fast paced and changing conditions to meet deadlines.
- Ability to communicate directives clearly and effectively, verbally and in writing.
- Ability to serve in a “working supervisor” capacity as well as in a leadership/supervisory capacity, as well as work proactively with minimal supervision.
- Ability to manage a high level of confidentiality
- Ability to conduct research, analyze, draw conclusions and make recommendations.
- Ability to work independently, multi-task and prioritize responsibilities, as well as within a team environment.
- Ability to identify and recommend staff developmental and training needs.
- Ability to motivate others in pursuit of Company goals.
- Ability to effectively supervise staff, including ability to mentor, evaluate and guide staff to increase skill level, morale and efficiency.
Physical Requirements:
- Visual acuity to read information from computer screens, forms and other printed materials and information.
- Able to speak (enunciate) clearly in conversation and general communication.
- Hearing ability for verbal communication, conversation, responses via telephone, telephone systems, and face-to-face interactions.
- Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.
- Lifting and moving objects and equipment up to 25 lbs.
Work Environment:
- Work is indoors and outdoors and may be sedentary at times and is subject to schedule changes and/or variable work hours.
- There are no harmful environmental conditions present for this job.
- The noise level in this work environment is usually moderate.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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 recruiting@allianceoneinc.com.
Questions?
