Government Collections Supervisor

This is a fully remote position, open to applicants in Alabama, +23 more states.

📋 Description

• Oversee and nurture a designated team of Agents to achieve and surpass performance, productivity, quality, end-user satisfaction, client satisfaction, and operational metrics.

• Regularly assess team and Agent performance as well as quality metrics throughout the shift.

• Adhere to all procedures of TOPS, dedicating 80% of the shift to team management.

• Encourage, motivate, evaluate, develop, and coach Agents to accomplish individual and team objectives.

• Monitor contacts handled and provide constructive feedback, coaching, and training.

• Sustain service levels and enhance team productivity.

• Offer immediate assistance and manage escalated, irate, or dissatisfied customer inquiries.

• Enforce company policies and procedures, and report any violations to Management.

• Ensure ongoing achievement of KPIs.

• Provide coaching to agents during their weekly calls, chats, emails, and ticket handling.

• Guarantee quality and productivity across call, email, and chat channels.

• Communicate quarterly strategies along with monthly and weekly priorities.

• Identify and share operational bottlenecks and challenges with measurable impacts.

• Recognize performance drivers and suggest actions for enhancement.

• Meet performance KPIs and established targets.

• Guide team members in their development and conduct performance appraisals for the team.

⛳️ Requirements

• High school diploma.

• Minimum of 6 months supervisory experience.

• At least 6 months of experience as an agent within AllianceOne’s internal processes and development.

• Proficiency in speaking, reading, and writing in English.

• Familiarity with Microsoft Office Suite.

• Experience with Workday is a plus.

• Visual ability to read information from computer screens, forms, and other printed materials.

• Capable of clear spoken communication in conversations and general interactions.

• Hearing ability for verbal communication, telephone systems, and face-to-face discussions.

• Manual dexterity for typing, writing, standing, reaching, bending, crouching, walking, kneeling, and prolonged sitting.

• Capability to sit at a workstation for extended periods.

🏝️ Benefits

• Health Insurance (Medical/Dental/Vision).

• HSA/FSA plans.

• Paid Time Off package.

• Optional Daily Pay.

• Employee Assistance Program (EAP).

• 401k available after 90 days.