Job Description:

General Duties (includes but is not limited to the following):

1. Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner while ensuring KPIs are met.
2. Handle escalations through ticket, call, and all other channels.
3. Provides continual evaluation of processes and procedures and is responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
4. Provides coaching on a regular basis to each team member based on the role and manager’s expectations. Including Quality Assurance standards are met.
5. Ensures employees have appropriate training and other resources to perform their jobs.
6. Provides reporting and updates on the Belize team, center, and performance.
7. Holds agents and team accountable to all talech care center policies and directives.
8. Provides feedback on work procedures and processes that support the company values and departmental standards, procedures and strategic directives.
9. Uses appropriate judgment in upward/downward communication regarding all support related needs.
10. Will provide high quality of service to our customers and assist with escalations.

Performance Requirements:

Knowledge, Skills & Abilities:

• Meet performance standard expectations including Handle time, cSAT, and SLAs.
• Intimate knowledge of how businesses use register software and hardware to take payments
• Intimate knowledge of talech software, ipad, card readers, printers, and how they are networked.
• Ability to manage a remote site independently and meet/exceed goals and expectations.
• Ability to independently solve, escalated and notate customer interactions on the contact
• Ability to read reports, manage queues, and direct workflows to meet high level SLA
• Ability to explain Technical steps or resolutions so any customer can follow and understand
• Ability to create and develop a strong culture in the care center, be an example of our values.
• Ability to motivate others and keep others on task to meet company goals.

 Education:

• Bachelor’s Degree in Business Management or equivalent experience in a previous online technical support role or with point of sale systems. (Retail & Restaurant)

Experience:

• Previous experience leading teams and individuals to meet performance expectations preferred
• Previous experience coaching and developing others preferred
• Previous experience handling customer interactions via Phone, Chat, or e-mail preferred
• Previous experience troubleshooting and resolving technical issues preferred
• Previous experience helping start, grow, or run small business ventures requiring payment solutions.
• Previous experience in payments, banking, register, credit card or software fields preferred

This position will be based in Belmopan. Send applications to: cso-cs@fusionhumanresources.com

Application deadline: 6 August, 2018