Contact Center Supervisor - Onsite (Ft. Lauderdale, FL)
Who We Are: International Payout Systems Inc. (i-payout) is a leading FinTech company that supports the growth of e-commerce by enabling multinational companies to expand globally.
What We Need: We are seeking an onsite Contact Center Supervisor to oversee and develop our in-office Customer Support Team. This person will be responsible for managing daily operations, ensuring team efficiency, and upholding a high standard of customer service.
GREAT TO HAVE: A financial background and experience with AI-driven technologies-such as Intelligent Virtual Assistants (IVA), Digital Virtual Assistants (DVA), and chatbot development-are a strong plus.
Salary Expectations: $85k+
Responsibilities
Team Leadership:
- Lead, coach, and develop a team of Customer Support Representatives to meet and exceed performance goals.
- Conduct regular performance evaluations and provide constructive feedback.
- Foster a positive and collaborative team environment.
Daily Operations Management:
- Oversee daily operations of your team, ensuring adherence to schedules and service-level agreements (SLAs).
- Monitor and manage workload distribution across team members.
- Serve as the escalation point for complex customer issues, ensuring timely and effective resolution.
Performance Metrics and Reporting:
- Track and analyze team performance metrics, such as response times, resolution rates, and customer satisfaction scores.
- Prepare and present regular performance reports to management.
AI and Chatbot Development Experience:
- Leverage AI-driven technologies, such as Intelligent Virtual Assistants (IVA) and Digital Virtual Assistants (DVA), streamline customer support processes.
- Collaborate with the IT and development teams to integrate chatbot solutions that enhance customer interactions.
- Monitor and evaluate the effectiveness of AI tools and recommend improvements.
Financial Background:
- Utilize your financial knowledge to assist customers with payment-related inquiries and issues.
- Ensure compliance with financial regulations and company policies.
- Provide insights and recommendations to improve financial processes within the contact center.
Training and Development:
- Assist in the training and onboarding of new hires, ensuring they understand company policies, tools, and best practices.
- Provide ongoing training and coaching to support team development and growth.
Process Improvement:
- Identify inefficiencies in workflows and recommend solutions to optimize operations.
- Collaborate with management and other departments to enhance the overall customer experience.
Proactive Customer Service Supervisor:
- Anticipate customer needs and proactively address potential issues before they escalate.
- Implement strategies to improve customer satisfaction and loyalty.
- Stay updated with industry trends and best practices to continuously enhance customer service experience.
What You Can Look Forward To:
- Working onsite in a modern, professional environment.
- Comprehensive one-on-one training and access to resources to support your success.
- A competitive benefits package, including:
- Competitive Salary
- Medical, Dental & Vision Insurance
- 401K
What We Require:
- At least 1 year of experience in a contact center environment, with proven supervisory or team leadership experience.
- Strong leadership and team management skills with a focus on motivation and accountability.
- Excellent written and verbal communication skills in English.
- Proficiency with contact center tools, CRM systems, and productivity software.
- Exceptional organizational skills and the ability to multitask effectively.
- Strong attention to detail and an analytical mindset.
- Ability to type at least 40 words per minute.
- A financial background is a plus.
- Experience with AI-driven solutions, such as IVA, DVA, and chatbot development, is a strong advantage.
- A proactive, "Get It Done Now" mentality with strong problem-solving abilities.
Location: This is an in-office position at our Ft. Lauderdale office.
If you're ready to lead a dynamic team and contribute to a growing global company, we'd love to hear from you.
Apply today to join the i-payout family.