Customer support supervisor job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary of This Role
Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution. Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates work flow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.). Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc. Resolves systems problems that may affect departmental standards.

What Part Will You Play?
Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Monitors the time and attendance and adherence of policy for team members to include any necessary training. Coaches, develops and counsels existing team member to higher performance. Hires new team members.Conducts training for customer service processes for team members, clients and merchants (as applicable). Reinforces training (post classroom or on the job) through day to day interactions.Meets with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation. Collaborates with the Account management and/or other teams to ensure contractual requirements are met.Educates team members on quality assurance and productivity. Monitors work queues, assigns daily work and verifies completion to achieve service level standards. Adjusts daily staffing work plans to meet business needs as changes occur. Creates and adjusts staff schedules to effectively manage volumes. Recommends changes in work processes to increase productivity and efficiency. Audits agent system activity to ensure policy compliance.Manages escalated Customer issues that are not resolved at the agent level and negotiates and communicates resolutions with customer as applicable Provides recommendations to reduce and/or eliminate issues that impact overall service quality. Tracks and reports to appropriate teams for further research and action.Suggests improvement to products and services for future needs.

What Are We Looking For in This Role?

Minimum Qualifications
4 years experience in a leadership role.3 years Contact Center experience Team Building experience De-escalation skills experience Flexible and adaptable Leads by example

Preferred Qualifications
Ontrak system experience

Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

This role will need to work in the Blue Ash, OH office.

You will be responsible for leading a team of front-line customer service agents who support inbound customer inquiries. The objective of the position is to lead internal employees to resolve our customer's issue by delivering world-class customer service while balancing employee development in alignment with our performance goals. In Green Dot Customer Support, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

Responsibilities
Manage the team's production and performance to meet departmental and company KPIs. Provide regular coaching to non-exempt staff based on performance.Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.Advocate as the “voice of the customer” to Green Dot. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.Share information and knowledge with other team members to recognize and reduce the number of repeated issues.Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.Support Green Dot employees and executives with resolving customer issues.Maintain contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.Actively participate in ensuring that Green Dot knowledgebase is up to date.Participate in team meetings, discussions and other activities as required.Perform other duties as needed.

Requirements
Bachelor's degree preferred.Minimum 3 years of contact center experience required.Minimum 3 years of operational leadership preferred.Previous corporate escalations or higher tier experience a plus.Exceptional verbal and written communication skills.Ability to communicate effectively with all levels of management and company personnel.Exceptional problem-solving skills.Highly effective organizational skills.Demonstrated negotiation and conflict management skills.Proficiency in MS Outlook, Word, PowerPoint and Excel skills required.Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.Ability to work seated for a prolonged period of time.Ability to wear a telephone headset.Ability to work independently and follow directions related to your job with little follow-up by your manager.

POSITION TYPE

Regular

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Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.

• 12+ months retail experience.

Physical Requirements / Working Conditions:

• Must be able to lift 50 pounds.
• In an 8-hour work day: standing/walking 6-8 hours.
• Hand use: single grasping, fine manipulation, pushing and pulling.
• Work requires the following motions: bending, twisting, squatting and reaching.
• Exposure to FDA approved cleaning chemicals.
• Exposure to temperatures: <32 degrees Fahrenheit (freezing), 32-40 degrees Fahrenheit (refrigerators), >90 degrees Fahrenheit.
• Ability to work in a wet and cold environment.
• Ability to work a flexible schedule including nights, weekends, and holidays as needed.
• Ability to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.

Note: The purpose of this document is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. This document does not reflect all job duties or requirements for every position. Requirements build as one progresses through the job levels, so any job duties required at a lower level may be required at the higher level in addition to the duties listed for that higher level. Duties, assignments, and other responsibilities may differ for similar positions based on business conditions, departmental or geographic location, and/or needs for the particular position. An individual must demonstrate successful performance in their current position before being considered for promotion. In addition, in order to promote into a higher-level position, a business need for the promotion must exist and the candidate must be considered the most qualified person for the new position. Completion of certain milestones such as obtaining an advanced degree or certification, time in current position, or developing skills to perform at the higher-level role do not guarantee a promotion.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.