Merchant Support Supervisor

We have an immediate opening for Merchant Support Supervisor 

Job Description:

The Merchant Support Supervisor will be responsible for daily supervision of the client support staff to ensure day to day high service quality, deadlines are met; be a point of escalation and to ensure the staff receives proper training, coaching and development.

 

STAFFING SUPPORTSupport the Client Support Manager with staffing by reviewing and interviewing candidate pools and helping with selection decisions promoting staffing decisions based on building a strong performance, diverse workforce. Conduct new hire training to ensure a quick ramp up for new staff members. Employee performance management and development.Help establish clear consistent performance objectives related to client service and retention goals, monitor various performance metrics to identify performance trends, deliver ongoing feedback, coaching and recognition, holds bi-weekly one on one meeting with staff members, and support ongoing training activities.Supports the Client Support Manager with the annual performance appraisal process, partners with employees to identify professional development goals, and handle performance improvement situations in a fair and objective manner.

 

WORKLOAD MANAGEMENTBalance workflow to meet deadlines by coordination staffing and monitoring service workflow, focus on client retention by anticipating potential client obstacles, generating solutions and helping teams deliver resolutions.Handles customer service issues which are escalated or complex in nature, due to scope in problem, degree of experience needed, or potential cost/risk, escalates further as appropriate.

 

PROJECT TEAM & CROSS FUNCTIONAL SUPPORTParticipates in ongoing focus groups related to client service processes and products to support ongoing quality goals.Develops and fosters ongoing work relationships across various departments including member services, sales operations, merchant content and IT.

 

Specific Skills Required:Strong PC skills (MS Office). Strong ability to adapt to changes, handles pressure, make difficult decisions and meet demands. Excellent verbal and written communicationsStrong customer service orientation.Demonstrates respect and integrity in working with people and with decision making

Experience Required:

2 ? 3 years experience as a supervisor in a business to business environment.

Education Required:

Bachelors degree