People Lead, Customer Service & Operations (Hybrid)

Global Payments; Jeffersonville (IN); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Global benefits

Learning & development opportunities

Inclusive team environment

Opportunities to grow skills

Community involvement

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Coaching

Communication

Analytical mindset

Problem-solving

Education

High school diploma or GED

Associate's or Bachelor's degree (bonus)

Tools

Microsoft Office Suite

Workforce management tools

Quality monitoring systems

Contact center technologies

Job description

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.