JPMorgan Merchant Services Solutions Centre Team Leader 

United Kingdom, England 

524484051

Job Responsibilities

• Assisting frontline specialists with escalations and general support needs via assist queues and other means (i.e. chat, email, etc.)
• Monitoring queues, specialist adherence, and share service level updates
• Assisting with system access tickets
• Following outage procedures during on and off hours
• Providing assistance to Help Desk and Tech Support with incoming calls when call volume requires it and complete case review if needed from client follow-ups
• Coaching frontline specialists through various mediums (i.e. huddles, reworks, email, new hire training)
• Assisting as subject matter expert and peer support during training and/or upskilling
• Handling special projects and tasks as assigned by Management

Required qualifications, capabilities and skills

• Payments industry experience servicing merchants or relevant customer support experience, either by phone or in person
• Background and experience in Merchant Services Enterprise Call Center (ECC) or related function required
• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Proficiency with data tools (excel, database), data visualization tools (PowerPoint, Tableau) are strongly preferred

Preferred qualifications, capabilities and skills

• Bilingual English/French is highly preferred

Work Schedule

• Must be willing to work schedules during our operating hours, which can include evenings, weekends, and holidays