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Team Leader, Technical Support

3 months ago

Tucson, Arizona, United States Verifone Full time

Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it's developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

What's exciting about the role

Reporting to the Contact Center and Operations Manager, the Verifone Helpdesk Team Lead will be responsible for leading and developing Helpdesk Technical Support agents through the continued learning curve after training and nesting on to the Production floor. This position will play a meaningful role in supporting the continued development of our front-line representatives. The Supervisor will be responsible for enhancing their agents' strengths and improve job skills through frequent coaching and development. The role provides job shadowing support, answering questions, conducting quality observations, coaching development, and ability to handle escalated contacts. The supervisor is also responsible for functions such as managing performance issues, administering attendance policies, and maintaining project team records. The Verifone Team Lead will ensure our agents can effectively use customer service and technical troubleshooting skills to resolve customer concerns while providing a positive customer experience.

Skills and Experience we desire



Essential Duties and Responsibilities

  • Fosters a positive and encouraging work environment through call handling support and consistent coaching development.
  • Answer agent questions regarding best practices or difficult calls. At time will assist and take over escalated calls from the customer.
  • Monitors, tracks, identifies performance trends for assigned team.
  • Maintains a comprehensive working knowledge of policies, procedures, and benefits across all product lines.
  • Proactively engage with employees to identify retention risks and take corrective action through coaching, development, and remedial training as needed.
  • Maintains working relationships with contact center leadership, internal partners, subject matter experts, and call center employees to preserve a successful feedback loop.
  • Collaborating with clients to address concerns and analyze prevalent call types and trends.
  • Appropriately redirects behavior that negatively impact performance and culture.
  • Other duties as assigned by Management.

Knowledge & Experience

  • Minimum 2 years of recent demonstrated leadership experience and overseeing and effectively motivating team members to achieve high performance goals
  • Experience in payment card industry is preferred
  • Exhibits clear written and verbal communication skills.
  • Ability to adapt to different learning styles.
  • Ability to assess the strengths of the team members and coach ongoing skills to achieve performance goals.
  • Tailors communication to specific audiences.
  • Ability to identify key issues and present viable solutions.
  • Initiates changes to improve work processes.
  • Reprioritizes work to accommodate shifting priorities.
  • Proficient in MS Office Suite (Word, Excel, OneNote).
  • Builds cross-functional relationships.

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.