Supervisor, Customer Solutions 2 in Vancouver - Virtual Way at PayPal

Date Posted: 8/9/2019

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 286 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

Supervisor for a team of CSRs. Accountable for service delivery for our customers and performance management of our CSR team.

16 - Customer Solutions Agent 2

Customer Service Team Manager

Hyperwallet’s goal is to provide organizations with a frictionless, transparent, and reliable way to distribute funds to their global contractors, suppliers, and resellers. Built on a developer-friendly web and mobile payments technology, Hyperwallet’s payout platform unifies fragmented financial infrastructure in a singular environment. Our vision is to the pay the planet.

At Hyperwallet, we LOVE our customers, and we’re looking for smart, experienced, “can do” people with innate customer savvy to join our Customer Service Operations team. We value diversity, creativity, equal opportunity, and are always on the lookout for bright and talented individuals to join our team. We are proud to provide exceptional working conditions that include competitive salaries, a comprehensive benefits plan and a flexible working environment. We passionate about the work we do and the values we live by:

•           We Care! – we treat each other as family. Every individual is important.

•           We Choose Change! – we are passionate and inspired by change.

•           We are Funtastic! – laughter keeps it fun and fuels our creativity.

•           Let’s Do This! – together we will always find a way

We’re looking for an individual who seeks challenge and change, thrives in a fast-paced environment, and is unrelenting in providing optimal customer experiences. Our goal is to have great ideas become products, services and ultimately phenomenal customer experiences.

We are looking for driven team players whose goal is to establish excellent customer based experiences with our company. Demonstrating a passion and dedication to your role will provide opportunities for personal and professional growth within Hyperwallet.

Job Purpose Summary

This Team Manager role is based in Vancouver working within the CS Operations department and reports to the Director of the Contact Center. The ideal candidate for this role has a combination of leadership experience, people focus, and they are used working in a fast paced, changing environment.

You will lead and manage our customers, team leads and CSRS within a 24*7/365 contact center that operates in 6 languages. Your key area of focus will be to manage day to day priorities in the Contact Center and ensure key performance standards and service levels are met. You will manage emerging customer issues by escalating and working with internal partners to resolve while ensuring minimal impact to customers. You have a strong ability to help those on your team set personal goals and develop the team through regular coaching and feedback sessions. You are committed to the overall quality of the customer interactions, making improvement recommendations and monitoring results.

This is a highly visible role, interacting across all levels throughout Hyperwallet’s organization. To be successful, you will need experience in managing a team and fostering a culture of providing exceptional customer experience. Attention to detail, the ability to communicate clearly, and a knack for developing practical solutions are a must. To excel in this role, you will need to develop a deep understanding of all facets of our business.

The primary responsibilities are outlined below. These should be viewed as a baseline, as this position will continue to evolve and grow to meet the ever-changing requirements/needs of the department.


Key Responsibilities and Accountabilities

  • Develop, support and mentor a team of customer service agents and team leads to ensure the delivery of a world class customer service experience and key performance indicators are achieved in terms of service levels, efficiencies and customer satisfaction
  • As a people leader, coach and develop each teammate with tailor-made individual coaching/career plans. Take a proactive approach to address any employee performance and attendance issues
  •  Manage individual and team performance through ongoing coaching and feedback, huddles and team meetings. Identify and address any gaps and take corrective action as required.
  • Conduct quality reviews on team members monthly through call monitoring, reviews of chat and emails
  • Effectively handle and manage customer calls, chats and emails escalated from the Customer Service Agents and team leads
  • Provide leadership, direction and motivation to the Customer Service Agents and team leads
  • Actively participate in team recruitment initiatives, including interviewing potential candidates and onboarding new hires
  • Review and monitor the performance of employees and provide guidance to ensure they meet their job responsibilities and objectives
  • Work collaboratively with peers and other stakeholders to identify & implement solutions to continuously improve the customer experience for our customers and employees and the other internal departments we work with at Hyperwallet.
  • Deploy product, policy, or process change to ensure teammates are prepared and successful in responding to customer’s requests
  • Improve Customer satisfaction scores through teammate development, process improvement, and tool development
  • Perform other duties as required
     

Qualifications:

  • University or college degree required
  • Minimum 5 years of experience in Contact Center environment in a similar leadership role
  • Motivated and enthusiastic team player with a passion for improving the customer experience
  • Able to maintain composure within a fast paced evolving work environment
  • Ability to handle multiple projects / cases and priorities in a fast-paced environment.
  • Demonstrated ability to effectively coach and motivate a team
  • Self-starter with demonstrated leadership ability
  • Results driven with creative approach to idea generation and problem solving
  • Generates suggestions for improving work and creating efficiencies
  • Able to establish and maintain effective interpersonal relationships across all levels
  • Good judgment and strong sense of initiative and personal accountability
  • Must be able to work flexible hours to cover hours of operation which include weekends and irregular hours within a 24*7/365 environment
  • Excellent oral and written communication skills
  • Strong organizational and time management skills
  • Ability to learn and adapt to changing systems and new technology
  • Intermediate proficiency with Microsoft Office
  • Ability to manage 15 or more team members.
  • Knowledge of International Payment networks such as SEPA, PAYMUL or ACH would be an asset
  • Bilingualism considered an asset

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

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