Customer Service Team Lead
19 hours ago
Global Payments is seeking a highly skilled Customer Service Team Lead to manage the departmental operations for our call center. As a key member of our team, you will oversee the efficiency and quality of monitoring call volumes, ensuring Service Level Agreements are maintained.
Key Responsibilities:- Manage daily operations of individual teams to maintain contracted client performance standards.
- Monitor time and attendance, and adherence to policy for team members, including necessary training.
- Coach, develop, and counsel existing team members to higher performance.
- Conduct training for customer service processes for team members, clients, and merchants.
- Meet with clients and leadership team to participate in call quality calibration and operations meetings.
- Collaborate with account management and other teams to ensure contractual requirements are met.
- Provide recommendations to reduce and/or eliminate issues that impact overall service quality.
- Suggest improvements to products and services for future needs.
- Bachelor's Degree
- Relevant experience or degree in a related field of study from an accredited university is preferred.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other basis protected by law.
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