Technical Support Supervisor - Call Center

Overview:
The Card at Once Supervisor is responsible for the Technical Support team, who partners with client to troubleshoot instant issuance card printers. This role will manage staffing decisions for the team that supports all C@O customers; develop continuous improvements around support processes; develop ongoing training for current and new employees; manage KPI call center metrics to provide a consistent 5-star experience to new and existing customers; and provide support to the C@O Operations Manager.

Responsibilities:
Provide leadership and manage the daily operational function for the C@O Support team.

Direct and implement operational improvements through an on-going analysis of the Tier I team structure, work flows, while improving processes and documentation.

Provide continuous improvements to the Tier I operations work to favorably affect costs, metrics, customer satisfaction, and personnel growth.

Manage and enhance training plans to further provide opportunities for development of team members.

Provide planning feedback to C@O Manager as it relates to budget needs, projects, and any new initiatives.

Manage and lead each team member providing feedback to work, annual reviews, as well as providing insights to management with regard to staffing and staffing levels.

Implement and manage change when necessary to meet project outputs in a timely manner

Maintain constant communication with external and internal stakeholders on various issues regarding C@O products and services (clients, partners, C@O team members, etc.)

Qualifications:
Proven ability to successfully plan, organize, prioritize, and execute work;

Prove ability to respond to changing needs and balance competing priorities;

Excellent written and verbal communication skills;

Proven ability to problem-solve with a root-cause mindset;

Strong process and problem-solving skills;

Excellent organizational skills and detail-oriented;

Knowledge of EMV is preferred

 

Requirements:

Bachelor’s degree in Business Administration or related field, or equivalent experience  

Minimum 3 years of professional experience in technical customer service

Minimum 2 years supervisory experience in customer service field

 

Company Overview:
CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at (url removed).

 

Benefits:
Competitive pay rates and an inclusive, empowering and rewarding culture.
Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Vacation Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.

 

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.

 

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