Call Center, Team Lead - Protego CS Review team (ELS)

About Blackhawk Network

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

Overview

The Team Lead is in charge of implementing, managing and continuous improvement of Customer service representatives and support programs, in addition to managing & mentoring resources.  The role includes utilizing multiple applications to support customer service representatives, partners and consumer requests as well as being responsible for organization and maintenance of data.  Provide day-to-day operations support including management and oversight of work queues.

Responsibilities

• Ensure procedures and policies are followed
• Lead and motivate their team and peers by example
• Effective ticket management and oversee queue service levels
• Perform other duties as required
• Leverage knowledge of customer service programs to lead team responsible for providing customer service to meet or exceed business expectations
• Ensure all business processes are structured to achieve business objectives and compliance requirements
• Provides input into strategic planning processes in support of new initiatives & technologies to enhance the performance of Customer Service
• Respond to customer inquiries. Provide professional, customer-facing interaction by phone, email or in person
• Work closely with cross-functional teams for process development and implementation of new projects
• Participate with internal project teams to launch new programs
• Recommend new processes where needed to improve quality and/or on-time service
• Responsible for team management including performance reviews, growth & retention

Qualifications

• High School Diploma
• Excellent analytic, problem solving skills and multitask abilities
• Team Work oriented
• Detail oriented
• Coaching Skills
• Leadership Skills
• Communication Proficiency
• Time Management abilities
• Microsoft Office Basic-Intermediate Knowledge
• Strong interpersonal skills and enjoys working with people in a customer focused environment that requires continual multi-tasking and flexibility.

We seek candidates who not only demonstrate curiosity and adaptability in emerging technologies but have also successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results.  Our teams embrace continuous learning and the thoughtful integration of AI to create meaningful impact – for our employees and the future of work.

Requirements (E)

Pass background check and drug screen check