Hyperwallet CS Team Leader in Vancouver, British Columbia, Canada at PayPal

Job Description

Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.
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, senior agents 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 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 senior agents 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 senior agents
• Provide leadership, direction and motivation to the Customer Service Agents and senior agents
• 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.
• Communicate 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:

• Bachelor’s degree or equivalent work experience
• Minimum 2 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 through active coaching and feedback of team
• 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

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.
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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].
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