spanish | Premier Customer Support Supervisor in Austin, TX

Premier Customer Support Supervisor

  • TSYS
  • 107 W 9th St
  • Austin, TX 78701
  • Full-Time
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Every day, the people of TSYS? and Netspend? improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are \"People-Centered Payments\", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere - and for yourself - we may have the right place for you.

The Premier Customer Support Supervisor will be primarily responsible for supervising and mentoring a group of Call Center Agents. The call center is open M-F 6am-midnight and Sat/Sun 8am-8pm.

Responsibilities:

  • Supervise up to 18 Call Center Agents and help them manage their respective responsibilities
  • Handle overflow and escalated calls
  • Participate in the interviewing, hiring, and training of new Call Center Agents
  • Recommend schedule changes for CS Agents to Call Center Operations team
  • Act as change agent by suggesting and helping to implement process improvements
  • Process account transactions that require higher levels of access
  • Mentor and coach new hires as part of the overall training program
  • Implementation and roll-out of company and department related initiatives, incentives, and policies
  • Other responsibilities as assigned

Skills/Education/Experience:

  • Two or more years of Call Center experience, preferably in an escalations or supervisory capacity
  • Bilingual English/Spanish preferred
  • Strong written and verbal communication skills, with the ability to patiently explain processes, procedures, and company information to CS Agents and Customers.
  • Ability to demonstrate leadership skills
  • Able to multi-task while working in a fast-paced environment
  • Ability to work a flexible work schedule, according to the call center hours
  • Proven experience in successfully resolving customer issues according to the NetSpend Call Center metrics
  • Self-starter with sharp eye for detail required
  • Ability to work well in a collaborative work environment
  • As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws



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US Applicants:
TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.

Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.###.#### or +1.877.###.#### or email at ...@tsys.com.


EOE/Minorities/Females/Vet/Disability


Outside of US Applicants:

TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.


Associated topics: client, information technology, information technology support, patient, support analyst, support specialist, technical, technical support specialist, technician i, technician iv


* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.