High performing team members. Challenging projects. A stable and profitable company. And a great place to work! This is what you can expect if you join the Quisitive team. Founded in 2016, Quisitive is a publicly traded, global Microsoft partner specializing in Microsoft platform and complementary technologies, custom solutions, and offerings that drive digital transformation and business value for enterprise customers. Our team of professionals has a long history of successfully delivering award-winning Microsoft solutions, and our culture of continual learning ensures that we remain committed to Microsoft’s long-term strategy. Quisitive was recently named the 2022 Microsoft US Health and Life Sciences Partner of the Year.
What do we attribute our award-winning success to? The people we hire, of course! People don’t join the Quisitive team for a job. They come to Quisitive to build a career – to continue their infinite quest to learn; to deliver on the most innovative and exciting work of their lives; and to be part of a high-performing and fun culture. We’ll provide you the tools and leadership that you need to be successful, and let you do what you do best!
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It is a very exciting time of growth for our Global Payments team, and we are currently hiring a Customer Service Manager to provide operational leadership for the payments team. Quisitive's payments services provide robust, cost-effective and secure payment processing supported by the Microsoft Azure cloud. Our flagship product, PayIQ, is an innovative payment processing and data insights product whose solutions are designed to optimize merchant payment processing and consumer engagement operations.
This role can be located anywhere in the United States.
What will my role be?
- Lead a team of Customer Service Specialists
- Manage activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines)
- Support customer satisfaction initiatives in improving / meeting external metrics
- Review accounts and customer information such as activity, payments, chargebacks, settlements and history notes to resolve escalations
- Conduct weekly coaching & feedback sessions for staff
- Conduct day to day functioning/administrative work including production floor management
- Ensure delivery of all business metrics as per goals and internal/external SLA’s
- Work closely with partners and maintain efficient internal client communication
- Lead and maintain employee engagement and morale by ensuring constructive and mutually agreed developmental plans and using reward/recognition tools available
- Initiate process improvements by identifying service delivery gaps and offering solutions for the same
- Maintain compliance for all processes and policies
- Strengthen the team by being a process specialist and providing effective leadership
- Effectively apply tools such as timely coaching & feedback, helping specialists to acquire new knowledge and skills, and appropriate performance management
- Implement the PIP process effectively & in a timely manner
- Collaborate with Workforce / Contact Capacity Management in forecasting, scheduling and leave planning
- Manage churn / attrition of team members
What’s required?
- Minimum 5+ years of leadership experience developing and coaching professional staff
- Previous experience preparing and presenting formal presentations and building procedures and processes
- Ability to collaborate at all levels of the organization
- Proficiency in Microsoft Office products
- Strong negotiation and influencing skills
- Demonstrated follow-up, coaching and conflict resolution skills
- Utilize excellent consultative solution skills to ensure long-term relationship building and meet business goals
- Demonstrate strong analytical, organizational, decision-making, negotiation, oral, written and interpersonal skills
- Desire to work in a high-growth organization with a specific focus on the payments industry
- Strong problem solving, analytical, time management, and organizational skills
- Ability to pivot quickly and efficiently as the needs of the business and solutions change
We are looking for curious initiative takers to join our team, so if you are passionate about being a leader and working with smart people that are committed to accomplishing great things, then apply today!
No agencies or third parties, please. We are unable to offer visa sponsorships at this time.
About Quisitive
With significant growth since 2016, Quisitive is rapidly achieving our vision of becoming the premier, global Microsoft partner, and we continue to expand across the United States, Canada and India. Within our growing Global Cloud Solutions business, we deliver technical business solutions through a portfolio of IP solutions aligned to industry or business function to accelerate customer business goals, and we deliver technical cloud solutions to help customers achieve their digital transformation goals. In addition, Quisitive has a portfolio of industry-focused solutions that address customer challenges in healthcare, manufacturing, state & local government, performance management, and payment processing.
