Join the Global Payments Team as a Contact Center Operations Supervisor
Are you a seasoned contact center professional looking for a challenging and rewarding role in a dynamic and growing industry? Do you have a passion for delivering exceptional customer experiences and driving operational excellence? If so, we want to hear from you! Global Payments is seeking an experienced Contact Center Operations Supervisor to join our team in a remote 3rd shift capacity.
About Global Payments and the Payments Technology Industry
Global Payments is a leading pure play payments technology company that enables millions of people to move money between buyers and sellers using our innovative payments solutions. With a global presence spanning over 100 countries and a team of nearly 24,000 employees, we are proud to deliver best-in-class payment technology and software solutions to our customers. Our company is driven by a passion for success and a commitment to delivering exceptional customer experiences. As a Contact Center Operations Supervisor, you will play a critical role in ensuring that our customers receive the highest level of service and support.
Key Responsibilities
- Manage the daily operations of individual teams in a productive manner to maintain contracted client performance standards.
- Monitor time and attendance, adherence to policy, and provide coaching, development, and counseling to team members to drive higher performance.
- Hire new team members and conduct training for customer service processes, as well as reinforce training through day-to-day interactions.
- Collaborate with Account Management and other teams to ensure contractual requirements are met and client needs are delivered to expectation.
- Monitor work queues, assign daily work, and verify completion to achieve service level standards.
- Adjust daily staffing work plans to meet business needs as changes occur and create and adjust staff schedules to effectively manage volumes.
- Recommend changes in work processes to increase productivity and efficiency, and audit agent system activity to ensure policy compliance.
- Manage escalated customer issues that are not resolved at the agent level and provide recommendations to reduce and/or eliminate issues that impact overall service quality.
- Track and report to appropriate teams for further research and action, and suggest improvements to products and services for future needs.
Essential Qualifications
To be successful in this role, you will need:
- A Bachelor's Degree in a related field of study from an accredited university, or relevant experience in lieu of a degree.
- A minimum of 4 years of related professional experience in a contact center or customer service environment.
- Strong leadership and management skills, with the ability to coach, develop, and counsel team members.
- Excellent communication and interpersonal skills, with the ability to interact with clients, leadership, and team members.
- Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Experience in the payments technology industry or a related field.
- Knowledge of contact center operations, including workforce management and quality assurance.
- Experience with customer service software and technology, including CRM and ticketing systems.
- Certifications in a related field, such as customer service or contact center operations.
Skills and Competencies
To excel in this role, you will need:
- Strong leadership and management skills, with the ability to motivate and inspire team members.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, leadership, and team members.
- Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
- Ability to adapt to changing priorities and work in a fast-paced, dynamic environment.
- Strong attention to detail and organizational skills, with the ability to manage multiple tasks and priorities.
Career Growth Opportunities and Learning Benefits
At Global Payments, we are committed to helping our employees grow and develop in their careers. As a Contact Center Operations Supervisor, you will have opportunities to:
- Develop your leadership and management skills through training and development programs.
- Gain experience in a dynamic and growing industry, with opportunities to advance to senior leadership roles.
- Work with a talented and experienced team, with opportunities to learn from others and share your own expertise.
- Participate in industry conferences and events, with opportunities to stay up-to-date on the latest trends and developments.
Work Environment and Company Culture
Global Payments is a dynamic and inclusive company that values diversity and promotes a culture of excellence. As a remote 3rd shift Contact Center Operations Supervisor, you will:
- Work in a flexible, hybrid remote arrangement that allows you to balance work and personal responsibilities.
- Be part of a global team that is passionate about delivering exceptional customer experiences and driving operational excellence.
- Have access to a range of tools and resources to support your success, including training and development programs.
- Enjoy a competitive compensation package and benefits, including salary, bonuses, and stock options.
Compensation, Perks, and Benefits
Global Payments offers a competitive compensation package and benefits to its employees. While the specific details of the compensation package for this role are not disclosed, we can tell you that it includes:
- A competitive salary and bonuses.
- Stock options and other equity-based incentives.
- A comprehensive benefits package, including health, dental, and vision insurance.
- Opportunities for professional development and growth.
Join Our Team!
If you are a motivated and experienced contact center professional looking for a challenging and rewarding role, we want to hear from you! As a Contact Center Operations Supervisor at Global Payments, you will play a critical role in delivering exceptional customer experiences and driving operational excellence. Apply today to join our dynamic team and start building a brighter future!
Global Payments is an equal opportunity employer and welcomes applications from diverse candidates.
Apply Now