Hybrid Contact Center Supervisor

at Nuvei

• Job title: Contact Center Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Bogota, Colombia

About the role

• Contact Center Supervisor leading client support specialists for Nuvei, a fintech company. Managing performance, mentoring staff, and ensuring compliance with processing requirements.

Responsibilities

• Assist and mentor staff on challenging customer service or support issues.
• Manage employee performance, teamwork quality and service levels.
• Act as a Team Player and lead by example by taking phone calls whenever necessary (high call volumes, escalations, team support) to maintain operational objectives (approximately 20% of your daily routine).
• Monitor and provide feedback to the employees within the department.
• Follow up on training and performance of staff.
• Prepare employee evaluations (monthly, yearly).
• Provide excellent service to customers, employees, and shareholders.
• Ensure the department maintains compliance with Visa and MasterCard as well as employment rules and all processing company requirements.
• Help the department resolve complex issues, document their findings and transfer their knowledge within the department and amongst their peers.
• Deal with administrative, monitoring, special projects, training, escalations, workflow, process improvement initiatives, and department-specific tasks, including handling VIP cases and other workgroup-specific functions.
• Function as a member of the Operations leadership team, responsible for helping to increase the overall quality and efficiency of the department.
• Represent the leadership team and sometimes make decisions while considering the needs of the customer, employees, and shareholders.
• Document, recommend and escalate issues, outages and escalations that require higher-level expertise, and have a significant financial impact on the customer, employee, or organization.
• Any other tasks as assigned.

Requirements

• Proven ability to effectively build, train and coach resources to achieve performance goals
• Capable of prioritizing tasks; Good problem-solving, analytical, administrative, organizational, communication and interpersonal skills.
• Excellent coaching and conflict resolution skills
• Proven ability to work under pressure in a dynamic team environment
• Ability to be tactful, maintain confidence and foster an ethical working environment
• Strong written and oral communication skills.
• College diploma, any additional certification would be considered an asset.
• Previous experience in supervising or leading a technical team as an asset.
• An aptitude for active leadership combined with the ability to motivate and challenge staff to excel is essential.
• Good technical background; Computer literacy and excellent knowledge of MS Office
• The position may require on-call availability during certain times for escalations (day, evenings, and weekends)
• University / College degree or combination of education and equivalent and related work experience would be preferred.