• Supervise, evaluate, and develop customer service staff in support of customer satisfaction goals for all publics • Contribute to the achievement of division and corporate action plans • Establish effective relationships with direct reports and maintain/improve employee satisfaction • Monitor work of unit personnel ensuring consistent, accurate, and timely processing • Develop, maintain, and monitor unit standards, processes, and procedures • Assure effective communications are maintained within the Unit and externally • Be alert to customer trends and potential problems developing that negatively impact service • Act as a subject matter expert for call handling processes and procedures • Assist in the development of unit budget, monitor expenses to ensure costs are within established levels • Coordinate with other units/departments to facilitate special requests, resolve workflow issues, production issues, and escalated customer inquiries

• Facilitate training courses across the academy in alignment with strategic business needs. • Partner with Learning Business Partner and Instructional Design and Development HUB resources to execute business initiatives and ensure accurate content is available for and delivered in training courses. • Leverage Learning Technology strategy to support the business, reinforce training and close employee’s performance gaps • Participate in strategic learning projects that align with Business initiative • Provide Attendance, Training Plans, Training Reports and other insights from training courses

• Analyze contact center trends and performance metrics • Monitor inbound and outbound call traffic • Create staffing schedules to meet goals • Conduct training on scheduling processes • Generate and publish agent schedules

• Provide email and phone support (inbound/outbound) to guests and merchant partners via our phone system on the Zendesk ticketing platform • Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a QA score of 95% or higher • Maintain close and open communications with restaurant owners and guests until an issue has been resolved • Escalate complex issues to Tier 3 and Management appropriately • Communicate technical issues to our end users and development team and follow up with the team and end users according to our policies • Conduct user and partner support in line with documented procedures and act with integrity when assisting internal and external accounts • Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems • Use communication channels to inform the team of important issues and information which will help improve team performance