People Lead, Contact Center

Global Payment Holding Company; Jeffersonville (IN); Ibrido; USD 70.000 - 95.000; Tempo pieno

Vantaggi offerti da questo lavoro

Global benefits

Learning & development opportunities

Inclusive team environment

Opportunities to grow skills

Community involvement

Descrizione del lavoro

Global Payments is seeking a People Lead for Customer Service to direct day-to-day operations of high-value merchant support teams. You will coach, develop, and align teams to deliver exceptional customer experiences while driving efficiency and continuous improvement across hybrid onsite and remote members.

You will manage performance, foster internal relationships, and ensure compliance with policies, all within a customer-centric culture designed to deliver measurable business impact.

Competenze

• 3–5 years of leadership experience in contact center, customer service, or operations.
• Proven ability to coach and develop teams, including frontline employees and people leaders.
• Demonstrated drive for operational results through performance management and accountability.
• Strong leadership, communication, and interpersonal skills for motivating teams.

Mansioni

• Lead, coach, and develop customer service representatives to foster a high-performance culture of accountability and engagement.
• Oversee day-to-day contact center operations, resource optimization, and performance monitoring.
• Drive customer satisfaction and service excellence by coaching, identifying root causes, and improving processes.
• Analyze KPIs and provide actionable insights to leadership to support service quality and efficiency.

Conoscenze

Leadership

Coaching

Communication

Analytical mindset

Problem-solving

Formazione

High school diploma or GED

Associate's or Bachelor's degree (bonus)

Strumenti

Microsoft Office Suite

Workforce management tools

Quality monitoring systems

Contact center technologies

Descrizione del lavoro

Job Description

Ready to take your career global? Make your mark with one of the biggest names in payments. At Global Payments, you help businesses grow by transforming how they accept and manage payments. As a People Lead for Customer Service, you will bring innovative solutions directly to business owners and create a real, measurable impact on their day-to-day operations. As a People Lead in Customer Service you will be responsible for leading the day-to-day operations for the teams supporting high-value merchant clients, ensuring exceptional service delivery, operational efficiency, and strong internal relationships. You will oversee team performance, coaching, and continuous improvement initiatives while fostering a customer-centric culture. You will be a proven people leader with prior experience managing call center teams in a fast-paced environment and a demonstrated ability to develop high-performing employees, drive results, and deliver outstanding customer experiences. You will require strong leadership, operational management, and problem-solving skills to support both team success and client satisfaction.

What You’ll Own

• Leadership & Team Management - Lead, coach, and develop customer service representatives by fostering a high-performance culture of accountability, engagement, collaboration, and continuous improvement, while managing talent initiatives, performance management, employee relations, and customer-focused service excellence.
• Contact Center Operations - Oversee day-to-day call center operations by optimizing workforce resources, monitoring performance and service metrics, ensuring compliance with policies and regulatory standards, and resolving escalated customer issues to achieve service, quality, and productivity objectives.
• Customer Experience & Quality - Drive customer satisfaction and service excellence by evaluating customer interactions, coaching teams on performance improvements, identifying and resolving root causes of service issues, and partnering with cross-functional stakeholders to enhance support processes and customer outcomes.
• Process Improvement & Reporting - Analyze operational performance metrics and KPIs to identify improvement opportunities, drive process efficiencies, enhance customer outcomes, and provide leadership with actionable insights and recommendations that support service excellence and organizational effectiveness.

What You Bring

• High school diploma or GED required, with 3-5 years of leadership experience in contact center, customer service, or operations environments.
• Demonstrated success leading and developing teams, including both frontline employees and people leaders, through effective coaching, mentoring, and talent development.
• Proven ability to drive operational results through performance management, accountability, and day-to-day business oversight.
• Strong leadership, communication, and interpersonal skills with the ability to motivate, engage, and retain high-performing teams.
• Analytical and results-oriented mindset with experience interpreting performance metrics, solving complex problems, and implementing continuous improvement initiatives.
• Proficient in contact center technologies, workforce management tools, quality monitoring systems, Microsoft Office Suite, and other business applications.
• Customer-focused professional with strong organizational skills, the ability to collaborate across functions, and experience leading both onsite and remote teams in a hybrid work environment.
• Hybrid work arrangement with a requirement to work onsite three days per week (Tues, Weds & Thurs onsite).
• Ability to lead both in-office and remote team members effectively.
• Flexibility to support business needs and operational requirements.
• It’s a bonus if you have Associate's or Bachelor's degree in Business, Management, Communications, or a related field.
• Experience leading multiple teams within a contact center environment.
• Experience with workforce management, quality monitoring, and customer service platforms.

About the team

Our inclusive and global team wins together every day. We're proud to have the best minds in the industry, who can learn from as your career grows, its unmatched! Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner, and win as one team. We're curious and innovative - always finding a better way to deliver impact. We empower each other to make decisions, and it's our passion that drives excellence in everything we set out to do.

Does this sound like you?

Our perks - what we’ll bring for you

• We know it’s bigger than just your career. It’s your life and your world.
• That’s why we offer global benefits and programs to support you at every stage.
• Here’s a taste of what you can expect.
• Opportunities to grow your skills and build your career within a global business
• Access to learning, development and on-the-job experiences that expand your expertise
• A supportive, inclusive team environment where your ideas and input matter
• Time to give back through community and charity initiatives
• A global employee assistance program to support your wellbeing
• Recognition through a global platform that celebrates your achievements.

https://jobs.globalpayments.com/en/why-global-payments/benefits/

Visa Sponsorship

At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States on a full-time basis without the need for current or future immigration sponsorship.

#LI-Hybrid

#LI-Hybrid

EEOC Statement

Global Payments is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.

Washington Candidates

Washington Candidates: Click here for information on the Fair Chance Act.

Workday Applications

Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems. If you don’t see one of your applications here, it may have been submitted in the Worldpay Workday system instead.

Company Profile

At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you.

Connect With Us

For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.

Accommodations

Accommodations: Accessibility Requests: If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail]. EEOC Statement: Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify [e-mail].