Supervisor, Support - SkyTab

OverviewShift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.ResponsibilitiesAs a Supervisor, POS Support - SkyTab, the individual is responsible for the day-to-day operations of the POS Support department as well as the growth and development of a team of POS Support Representatives. You will be required to monitor live call volume, assist technicians with calls, provide guidance and feedback to improve technicians’ performance. You will also be responsible for reporting call trends to your direct management to help identify areas of improvement or situations that require immediate attention. This job description only constitutes a summary of responsibilities. The expanding nature of the company often requires changing roles and additional responsibilities. This position reports to the POS Manager.Monitoring multiple phone queues, including POS Support, and technicians to ensure acceptable Service Levels and Average Handle Times per callIdentify, report and train on topics that impact the Service Level or Average Handle Time with the goal of improving team performance related to both primary metricsCoordinate with Coaching Teams and other members of POS Management to train and develop POS Support StaffCoordinate with Development teams as necessary for testing new product release or troubleshooting existing escalationsMaintain and provide reporting focused on individual employee performance with the goal of improving efficiency and customer experienceCoordinate with the POS Manager and HR regarding performance reviews, HR policy implementation and other actionsEscalation management, assigning and if necessary, direct ownership of a case.Assists with special projects as needed or requested.Ensuring POS Support team is up to date with current technology, policy, procedure, products and services through announcement messages as well as staff meetingsQualificationsMust be capable of multi-tasking and coordinating with multiple departmentsMust be able to operate independently and within a team environmentAbility to remain calm during stressful situations and escalationsUnderstanding of various industry types and how POS products impact themAbility to analyze employee-related data and make informed judgments based on that analysisMust have a strong understanding of the POS product lineMust have strong understanding of Shift4 internal systems, policies, and procedures3+ Years Shift4 Experience preferredManagement experience preferredAnticipated Work Shift: Las Vegas, NVSunday - Thursday, 12:00pm - 9:00pm PSTWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.