Government Collections Supervisor

**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:** **Job Title: Government Collections Supervisor** **Location: Remote** **Reports To: Assistant Call Center Manager** **Pay: $20\.50/hour \+ monthly commission potential** **Benefits:** * Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision), HSA/FSA plans, 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. This posting will remain active until the position has been filled. **Role Overview:** * 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 priorit