Description

• Develop and lead a high-performing team through selection, coaching, and development to effectively impact results and
• identify gaps to improve the retention and efficiency of the Merchant Care operations.
• The Team Manager will be required to become a Subject Matter Expert in Merchant Care procedures.
• Manage the time and attendance processes of the Merchant Care team, including time-off requests, attendance issues, and
• work with the Director of Merchant Care to make schedule changes.
• Managing daily workflow to oversee and coordinate the tasks and activities of the team to ensure efficient and effective
• operations. This includes prioritizing tasks, delegating responsibilities, and monitoring progress to meet deadlines and
• objectives.
• Responsible for achieving KPI’s and SLA’s, including Quality Assurance and productivity targets.
• Responsible for preparing and analyzing KPI reports, including effectively communicating trends.
• Provides recommendations and advises management on work process improvements.
• Ensuring agent staffing coverage to support business needs while providing hands-on support during peak periods and high-
• demand situations
• Manage the documentation, implementation, and execution of team policies and procedures.
• Collaborate with cross-functional teams to ensure alignment on any new initiative that will require special consideration in the
• Merchant Care process.
• Other operational duties as assigned.

• A minimum of 5 years’ work-related experience is required.
• High energy, great organization skills and uncompromising Integrity.
• Prior management experience within a high volume, detail and process driven environment.
• Exceptional interpersonal, oral and written communication skills.
• Excellent verbal and written communication skills

• College Degree
• Bilingual English and Spanish
• Prior Call Center or telephone experience