Customer Service Supervisor

Location: Buena Park,CA,United States

About Ria Financial Services

Ria Financial Services is a wholly owned subsidiary of Euronet Worldwide, Inc. (NASDAQ: EEFT). Ria was founded in 1987 and it is today the third largest money transfer company in the world, with a global agent network of 177,000 locations in 136 countries on 6 continents. In addition to money transfer services, Ria offers Bill Payment, Mobile Top Ups, PrePaid Debit Cards, Check Cashing and Money Orders.

Ria's mission is to be the most progressive money transfer company in the world, offering service excellence and the most competitive and reliable remittance payment services to its customers.

Ria is a growing and successful financial services company, anticipating the future delivery of user-friendly, convenient, digital financial services across various channels including web, mobile, and strategic partnerships / distribution. These digital capabilities are the key to Ria's future success. Our vision is a service that is "always on", and available whenever, wherever and however people need it, serving underserved and mainstream customers, anywhere on the globe.

About the Position Responsible for coaching the overall service quality and compliance of processes and procedures for all customer facing employees. Evaluates individual staff performance by regular work observation, maintaining performance scores and quality monitoring. Responsible for identifying training needs and identifying improvement needs in service processes and procedures. Work closely with management in the development, implementation and support of operational policies and procedures that facilitate the attainment of departmental and organizational goals.

Key Responsibilities include

• Enforce the quality and performance for all employees with customer interactions and all other quality assurance procedures and assist with call volume as needed. • Provide data reports for performance reviews and incentive/rewards programs. • Provide coaching/guidance by providing performance feedback to employees and evaluate performance trends and patterns. • Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity. • Onboard new hires to ensure a smooth transition into the call center environment. • Enforce policies, procedures, and benefits across all departments. • Contribute to planning and participates in calibration sessions with other members of Management. • Other duties as assigned by Management.

Key Skills and Experience Requirements include • Familiarity with MS Office products, e-mail, quality control systems and office equipment. • Ability to motivate employees while strongly focusing on customer service. • Independent worker, as well as able to work in a team environment. • Analytical with the ability to work with complex procedures and department guidelines. • Strong time management skills. • Willing to learn monitoring and feedback principles for customer interactions. • Flexible with an ability to adapt to an ongoing changing environment. • Required to work effectively with professionals in other department s • High school diploma. • Minimum 1 year of call center experience or other customer service environment.

*Bilingual Spanish Preferred*

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