Supervisor, Customer Support**Basic Purpose**EVO Payments, Inc. is a leading publicly held payments processor and acquirer for merchants, independent sales organizations, financial institutions, government organizations and multinational corporations located throughout North America, Europe and Latin America.Manages the departmental operations for the call center. Interacts with client leadership requiring issueresolution. Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates work flow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.). Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc. Resolves systems problems that may affect departmental standards.Manages the departmental operations for the call center. Interacts with client leadership requiring issueresolution. Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates work flow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.). Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc. Resolves systems problems that may affect departmental standards.Handles the daily operations of individual teams in a productive manner to maintaincontracted client performance standards. Monitors the time and attendance and adherenceof policy for team members to include any necessary training. Coaches, develops andcounsels existing team member to higher performance. Hires new team members.Conducts training for customer service processes for team members, clients and merchants(as applicable). Reinforces training (post classroom or on the job) through day to dayinteractions.Meets with Clients and Leadership team to participate in call quality calibration andoperations meetings to understand Client needs and deliver to expectation. Collaborateswith the Account management and/or other teams to ensure contractual requirements aremet.Educates team members on quality assurance and productivity. Monitors work queues,assigns daily work and verifies completion to achieve service level standards. Adjusts dailystaffing work plans to meet business needs as changes occur. Creates and adjusts staffschedules to effectively manage volumes. Recommends changes in work processes toincrease productivity and efficiency. Audits agent system activity to ensure policycompliance. Manages escalated Customer issues that are not resolved at the agent level.Provides recommendations to reduce and/or eliminate issues that impact overall servicequality. Tracks and reports to appropriate teams for further research and action.Suggests improvement to products and services for future needs.Not an exhaustive list; other duties as assigned.
