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Sales Partner Support Supervisor in Los Angeles, CA at Total Merchant Services

Date Posted: 8/27/2018

Job Snapshot

Job Description

Founded in 1996, Total Merchant Services (TMS) is one of the fastest growing credit card merchant account acquirers in the nation. Now a part of North American Bancard, our TMS team in Woodland Hills, California is searching for an experienced and enthusiastic Sales Partner Support Supervisor who can lead our Sales Partner Support and Onboarding agent team.  

 If you thrive in an environment where you can lead, coach and mentor a team to provide the best possible service and support in a key revenue generating function, then this is the role for you! Must be willing to roll up your sleeves and model the expected level of customer support required to continue to hit and exceed our growth targets, while providing clear direction to the team.

Here is what you will be doing:

  • Coordinates daily activities for Partner Relations team
  • Supervise and develop 14 Sales Partner Relations Representatives and monitor work performance, providing coaching and counseling
  • Supervise and track electronic offline work to ensure SLA’s are meet
  • Monitors and maintains team attendance
  • Provide Manager with daily/weekly Services Level Reports and Analysis
  • Provide Manager with daily/weekly Team performance updates
  • Conduct daily call audits to ensure Support Representatives are providing the highest level of satisfaction to Sales Partners
  • Provides career development and  performance guidance to Sales Partner Relations Representatives 
  • Assist representatives with answering questions and handling escalated calls via email and phone
  • Provide ongoing training as needed to ensure staff is proficient on current products/procedures
  • Conduct monthly meetings (One-On-Ones). During these meetings, the Supervisor will discuss current performance against goals and provide direction on how to improve results and provide team scorecards
  • Build strong relationships with Sales Partners and Partner Relations team
  • Execute on Credit Card processing Industry changes and regulations
  • Partner with cross-functional departments to ensure a great experience for Sales Partners, employees 
  • Coordinate and facilitate monthly team meetings
  • Obtain ETA CPP certification post employment
  • Perform any additional projects and workload provided by direct manager

Job Requirements

Here is what we need from you:

  • Experience in a call center or other fast paced customer service support department
  • Excellent time management skills
  • Ability to work well under pressure 
  • Two to five years as a Support Manager or Supervisor
  • Bachelor’s Degree or equivalent experience required
  • High school diploma or GED required
  • Experience in the Payments Industry/Credit Card Processing Industry preferred
  • Excellent verbal and written communication skills with advance computer skills
  • Advanced mathematical and problem solving skills
  • Ability to work in a team environment and interact will all levels of team members within the organization
  • Positive and motivating attitude that creates a positive team work environment

 

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