Supervisor, Contact Center

Job Type: Full time / Permanent 

Reports To: Manager, Citizen Support 

Location: Bogota, Colombia 

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners to help them grow. 

WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration. 

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey! 

Your Mission 

The Contact Center Supervisor manages a group of Merchant Support Specialists and/or Customer Service Specialists responsible for inbound and outbound calls for customer service and technical support issues. This role is focused on employee coaching and engagement, providing guidance, instruction, direction, leadership, phone queue and floor management, skillset management, process improvement and best business practices to a group of other individuals (the team) for the purpose of achieving a key result or group of aligned results. 

Key responsibilities include, but are not limited to: 

• Assist and mentor staff on challenging customer service or support issues. 

• Manage employee performance, teamwork quality and service levels. 

• Act as a Team Player and lead by example by taking phone calls whenever necessary (high call volumes, escalations, team support) to maintain operational objectives (approximately 20% of your daily routine). 

• Monitor and provide feedback to the employees within the department.

• Follow up on training and performance of staff. 

• Prepare employee evaluations (monthly, yearly). 

• Provide excellent customer service to merchants, employees, and shareholders.

• Ensure the department maintains compliance with Visa and MasterCard as well as employment rules and all processing company requirements.

• Help the department resolve complex issues, document their findings and transfer their knowledge within the department and amongst their peers.

• Deal with administrative, monitoring, special projects, training, escalations, workflow, process improvement initiatives, and department-specific tasks, including handling VIP cases and other workgroup-specific functions.

• Function as a member of the Operations leadership team, responsible for helping to increase the overall quality and efficiency of the department.

• Represent the leadership team and sometimes make decisions while considering the needs of the customer, employees, and shareholders.

• Document, recommend and escalate issues, outages and escalations that require higher-level expertise, and have a significant financial impact on the customer, employee, or organization.

• Any other tasks as assigned. 

Qualifications include, but are not limited to: 

• Proven ability to effectively build, train and coach resources to achieve performance goals 

• Capable of prioritizing tasks; Good problem-solving, analytical, administrative, organizational, communication and interpersonal skills. 

• Excellent coaching and conflict resolution skills

• Proven ability to work under pressure in a dynamic team environment

• Ability to be tactful, maintain confidence and foster an ethical working environment

• Strong written and oral communication skills. 

• College diploma, any additional certification would be considered an asset. 

• Previous experience in supervising or leading a technical team as an asset. 

• An aptitude for active leadership combined with the ability to motivate and challenge staff to excel is essential. 

• Good technical background; Computer literacy and excellent knowledge of MS Office

• The position may require on-call availability during certain times for escalations (day, evenings, and weekends) 

• University / College degree or combination of education and equivalent and related work experience would be preferred. 

Working Language 

• English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

Benefits 

Nuvei offers a wide variety of benefits which include: 

• Medical insurance
• Paid Vacation Time, Paid Sick Time. 

• Up to 2.5 additional days of annual leave per quarter, if Nuvei achieves its quarterly targets. 

• Hybrid working environment.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.