This position will have responsibility for: Delivering Service Excellence, Operational Controls, Compliance Adherence, overall Staff Readiness and Communication for their respective teams. Team Manager responsibilities include employee coaching & training, performance feedback, employee development as part of their day-to-day responsibilities.
In addition to day-to-day core functions, the Account Supervisor role will also:
- Cross train on other queues
- Serve as a coach
- Possess advanced proficiency with Excel used for problem solving, impact quantification and reporting
- Perform quality monitoring and provide Specialist feedback
- Assess queue volume and recommend or reconfigure workflow distribution and priorities
- Process exception approvals and escalated merchant concession determination
- Partner with Risk and Strategy resources on research and automation opportunities
- Author and/or review procedure updates and attest to accuracy
- Assist with department communication
- Work with Operational Readiness teams to ensure business preparedness for changes implemented
- Serves as interim manager when team manager absent
- May be consulted with or asked to help drive resolution to production issue including root cause analysis
- Present business updates regarding overall health of team and work performed
Core Competencies
- Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases.
- Critical thinking, problem solving, and interpersonal skills.
- Ability to analyze cold data and transform into meaningful insights.
- Experience in creating and presenting analysis to stakeholders.
- Knowledge in executing projects/initiatives such as but not limited to identifying risks and managing change is preferred.
- Ability to influence employee morale.
- Must be able to multi-task and be self-directed.
- In lieu of degree, may have relevant work experience, preferably servicing customers. Typically will have four years or more of customer service experience.
- Excellent verbal and written communication skills
- Ability to provide professional and interpersonal communication when interacting with others
Qualifications
- Minimum of 3 years customer service experience, preferably servicing customers in a technical support environment
- Minimum of 2 years of management experience (directly managing staff)
- Must be willing to work in an environment that requires phone based customer interactions
- Strong working knowledge of payment processing industry, Visa/MasterCard operating rules and regulations
- Must be willing to work overnight & shifting schedules