Job Description

Contact Center Supervisor – Onsite (Ft. Lauderdale, FL)

Who We Are:  International Payout Systems Inc. (i-payout) is a leading FinTech company that supports the growth of e-commerce by enabling multinational companies to expand globally.

What We Need:  We are seeking an onsite Contact Center Supervisor to oversee and develop our in-office Customer Support Team. This person will be responsible for managing daily operations, ensuring team efficiency, and upholding a high standard of customer service.

GREAT TO HAVE: A financial background and experience with AI-driven technologies—such as Intelligent Virtual Assistants (IVA), Digital Virtual Assistants (DVA), and chatbot development—are a strong plus.

Salary Expectations : $85k+

Responsibilities

Team Leadership:

• Lead, coach, and develop a team of Customer Support Representatives to meet and exceed performance goals.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a positive and collaborative team environment.

Daily Operations Management:

• Oversee daily operations of your team, ensuring adherence to schedules and service-level agreements (SLAs).
• Monitor and manage workload distribution across team members.
• Serve as the escalation point for complex customer issues, ensuring timely and effective resolution.

Performance Metrics and Reporting:

• Track and analyze team performance metrics, such as response times, resolution rates, and customer satisfaction scores.
• Prepare and present regular performance reports to management.

AI and Chatbot Development Experience:

• Leverage AI-driven technologies, such as Intelligent Virtual Assistants (IVA) and Digital Virtual Assistants (DVA), streamline customer support processes.
• Collaborate with the IT and development teams to integrate chatbot solutions that enhance customer interactions.
• Monitor and evaluate the effectiveness of AI tools and recommend improvements.

Financial Background:

• Utilize your financial knowledge to assist customers with payment-related inquiries and issues.
• Ensure compliance with financial regulations and company policies.
• Provide insights and recommendations to improve financial processes within the contact center.

Training and Development:

• Assist in the training and onboarding of new hires, ensuring they understand company policies, tools, and best practices.
• Provide ongoing training and coaching to support team development and growth.

Process Improvement:

• Identify inefficiencies in workflows and recommend solutions to optimize operations.
• Collaborate with management and other departments to enhance the overall customer experience.

Proactive Customer Service Supervisor:

• Anticipate customer needs and proactively address potential issues before they escalate.
• Implement strategies to improve customer satisfaction and loyalty.
• Stay updated with industry trends and best practices to continuously enhance customer service experience.

What You Can Look Forward To:

• Working onsite in a modern, professional environment.
• Comprehensive one-on-one training and access to resources to support your success.
• A competitive benefits package, including:
• Competitive Salary
• Medical, Dental & Vision Insurance
• 401K

What We Require:

• At least 1 year of experience in a contact center environment, with proven supervisory or team leadership experience.
• Strong leadership and team management skills with a focus on motivation and accountability.
• Excellent written and verbal communication skills in English.
• Proficiency with contact center tools, CRM systems, and productivity software.
• Exceptional organizational skills and the ability to multitask effectively.
• Strong attention to detail and an analytical mindset.
• Ability to type at least 40 words per minute.
• A financial background is a plus.
• Experience with AI-driven solutions, such as IVA, DVA, and chatbot development, is a strong advantage.
• A proactive, "Get It Done Now" mentality with strong problem-solving abilities.

Location:  This is an in-office position at our Ft. Lauderdale office.

If you’re ready to lead a dynamic team and contribute to a growing global company, we’d love to hear from you!

Apply today to join the i-payout family.

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