At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive.   We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One. 

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. 

Manages and coordinates the operational activities for our morning Customer Care Team. Ensures quality service and effective operations support for all of the assigned internal and external customers. Accomplishes results through the effective management of support staff. Administers corporate policies and procedures and ensures compliance with applicable laws and regulations. Participates in the review and recommendation of operational systems and procedures affecting assigned units, coordinating system conversions from an operations perspective.

Basic Qualifications

Bachelor's degree, or equivalent work experience

2+ years of experience in Technical Support and/or Customer Care/Call Center leadership

Preferred Skills/Experience

Some knowledge of operation functions, systems, policies and procedures for the assigned area

Good organizational, managerial and project management skills

Well-developed customer relations skills

Excellent interpersonal, verbal and written communication skills

Ability to manage multiple tasks/projects and deadlines simultaneously

Proven expertise with SaaS solutions and Cloud technologies

Experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a major plus.

Ability to work flexible times including occasional beyond normal hours as the business needs.

Expected Results of Position:

We measure the performance of the team based on the level of service to customers and the efficiency by which we deliver that.

Key metrics include:

SLA: Minimize customer wait time (measured based on case inbound method) FCR: Maximize portion of cases resolved on first call.

CSAT: Enhance customer satisfaction with level of service provided by agents AHT: Minimize level of effort required to resolve issues - both by customers and by our agents.

People Management: Ensure agents are attending their shifts, perform their duties, improve their performance, continually enhance their knowledge and improve their skills and enjoy their work.

Primary (Top 7) Responsibilities:

Agent Attendance: Ensure agents attend their shifts and performs their duties. THis is a daily and hourly task that is essential to our ability to provide the very high level of service availability to our customers.

Agent Performance: Track and coach agents on how to best perform their duties, including: troubleshooting technicals, customer handling and communications, case logging and ticket handling, escalation processes, and more.

Customer Escalations: Act as an escalation point to assist the team in complex situations. Act on customer feedback (including CSAT feedback forms) to de-escalate and address challenges.

Team Reporting and Performance Mgt: Monitor team’s performance, ensure accurate data capture and report on your team’s performance. Provide useful reports on a daily, weekly and monthly levels. Provide feedback to the team and to management on trends and causes of team’s performance and suggestions for improving those. 

Team Management: Manage the people on your team the way you would like to be managed and become the best people manager they ever had: conduct 1:1 weekly, touch-base with them daily, support their unique needs, care for their professional and career development as much as for their personal needs. Techniques and Best Practices: Enhance our troubleshooting and technical resolution methodologies to improve the quality and reduce and cost of supporting our solutions.

Voice of the Customer: Partner with PS, CSM, Product and engineering to provide the voice of the customer, identify the types of issues that generate the most challenges to both our team and customers and evolve the product to eliminate those.

This role is not available for visa sponsorship

Location Expectations 

The role is posted as remote; however, candidates who are located near any one of our locations would be required to work on site at least 2 days per week

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If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.