Call Centre Supervisor

20 hours ago

Belfast, United Kingdom DailyPay Inc Full time

**About Us**:
DailyPay is the leader in the on-demand pay industry with an unrivaled technology platform, an unmatched list of blue-chip clients and an extensive list of industry awards. We are rewriting the invisible rules of finance by creating a new financial system. A financial system that is more equitable and inclusive, and benefits everyone. A financial system that enables workers to access their earned pay when they need it. We believe that money should move faster and smoother between employer and employee, between merchant and shopper, between financial institution and customer.

We are a mission-driven company hyper-focused on designing technology that can build a better financial system and future. It's no wonder that we are growing at an extraordinary pace. Now we are looking for people who are as passionate as we are about reimagining how money moves. If you're willing to define new rules, change systems and lives, come join us at DailyPay.

**The Role**:
The Call Centre Supervisor is responsible for leading a team of 10-15 Level 1 agents who assist DailyPay customers with general questions or concerns.

**How You Will Make an Impact**:

- Lead a team of Level 1 Support Agents
- Create an environment that helps agents succeed through coaching and mentorship
- Drive team efficiency
- Mitigate team turnover
- Develop skills necessary in your team
- Hold team meetings and daily stand-ups for your team
- Conduct weekly 1:1s with each agent
- Perform agent ticket review for quality assurance and coaching purposes
- Assist in real-time agent coaching and escalations when necessary
- Assemble and maintain weekly and YTD agent performance scorecards
- Create, maintain, and adjust as needed agent schedules
- Track individual agent PTO+Absences
- Attend staff, Quality Assurance Calibrations, and other ad-hoc meetings
- Assist in maintaining agent reference resources
- Assist w/ one-off process improvement projects and cross-functional initiatives

**What You Bring to The Team**:

- Relevant experience in a people management or supervisory capacity
- Experience in the financial services field preferred
- Represent the DailyPay Values
- Servant based leadership skills
- Occasional need to work outside of normal business hours as required to support customers

**Nice to Haves**:

- Previous Experience with the DailyPay Product or similar
- Good Understanding of the DailyPay values

**What We Offer**:

- Competitive compensation
- Private medical, life and income protection insurance
- Employee Resource Groups
- Fun company outings and events
- Generous paid leave
- 5% Pension Match

DailyPay does not accept and will not review unsolicited resumes from search firms.

DailyPay is committed to fostering an inclusive, equitable culture of belonging, grounded in empathy and respect, which values openness to opinions, awareness of lived experiences, fair treatment and access for all. We strive to build and develop diverse teams to create an organisation where innovation thrives, where the full potential of each person is engaged, and their views, beliefs and values are integrated into our ways of working.

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