Velera Solutions, LLC

Compensation

Full Description

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Supervisor, CC Initiatives & Business Process will lead a dynamic team of Analysts (Analyst I, Analyst II, Team Lead, and System Analyst) to ensure the successful execution of strategic projects and continuous improvement initiatives within the Contact Center Services & Solutions division. • Drive operational excellence and optimize business processes. • Enhance data flows while fostering cross-departmental collaboration. • Lead, mentor, and develop the team to achieve outstanding performance and deliver exceptional client experiences. • Provide strong leadership and direction to the team, fostering a culture of high performance and continuous improvement. • Guide, coach, mentor, and develop staff to ensure compliance with processes and procedures. • Ensure the team meets ticket SLA (Service Level Agreement) standards for prompt and accurate resolutions. • Train new staff to maintain high-quality, highly productive work output. • Monitor and evaluate the quality of performance across product tools and team members. • Conduct comprehensive assessments of business processes, systems, and operations to identify areas for improvement. • Oversee fraud detection operations by analyzing transactional data and implementing strategies to minimize risk. • Create and analyze reports on Contact Center Strategic Initiatives performance metrics. • Develop and implement effective change management strategies. • Run calibration call meetings and coordinate meeting calendars. • Maintain a thorough understanding of all products, solutions, and systems relevant to the financial industry. • Handle complex service issues with cardholders, financial institutions, external clients, and regions. • Serve as a backup to the Contact Center Strategic Initiatives Manager in their absence. • Perform all other duties as assigned. Qualifications • Bachelor's Degree in related field, preferably in Business, or equivalent combination of education and experience required. • Minimum five (5) years of management experience with three (3) years of management experience in a call center required. • Minimum three (3) years of related experience within the financial services industry, focus on operational management preferred. Requirements • Demonstrate behaviors based on Velera values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion. • Ability to lead and inspire high-functioning teams. • Strong strategic thinking skills with the ability to align team efforts with organizational goals. • Expertise in establishing and monitoring key performance indicators (KPIs). • Exceptional analytical and quantitative skills. • Excellent verbal and written communication skills. • Strong organizational and time management skills. • Flexibility to adapt to changing priorities and business needs. • Ability to build and maintain strong relationships with internal and external stakeholders. • Proficiency in PC/Windows-based software, including Word, Excel, PowerPoint, and relevant analytical tools. • Thorough understanding of Visa/MasterCard procedures, banking requirements, and regulatory compliance. • Flexibility to travel as needed for project and operational requirements. • Ability to be on call 24x7 as needed for operational and project requirements. Benefits • Competitive wages • Medical with telemedicine • Dental and Vision • Basic and Optional Life Insurance • Paid Time Off (PTO) • Maternity, Parental, Family Care Community Volunteer Time Off • 12 Paid Holidays • Company Paid Disability Insurance • 401k (with employer match) • Health Savings Accounts (HSA) with company provided contributions • Flexible Spending Accounts (FSA) • Supplemental Insurance • Mental Health and Well-being: Employee Assistance Program (EAP) • Tuition Reimbursement • Wellness program