Global Technical Service Center (GTSC) Supervisor

Worldpay
The pay range for this full-time position is $65,440.00 - $106,660.00
parental leave
United States, Ohio, Cincinnati
Oct 18, 2024
Job Description Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day. What makes a Worldpayer? It is simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one. We are looking for a Global Technical Service Center (GTSC) Supervisor to join our ever-evolving Service Delivery leadership team to help us unleash the potential of every business. Are you ready to make your mark? Then you sound like a Worldpayer. About the team The GTSC is a globally diverse delivery team that services our merchants on multiple platforms and with many IT services. We are the first contact point for global enterprise merchants and serve as the major incident management function. We are also the escalation point for internal teams that need a coordinated incident response for IT services. What you'll own A Global Technical Service Center (GTSC) Supervisor oversees technical support teams within an organization's service center, ensuring the delivery of high-quality support and services to customers or internal teams. Their role often includes managing service delivery processes, troubleshooting escalated issues, and maintaining a high level of customer satisfaction. Below is a general description of the responsibilities and qualifications for this role: Team Management & Leadership: Supervise a team of technical support engineers. Ensure team adherence to service level agreements (SLAs) and key performance indicators (KPIs). Provide coaching, mentoring, and professional development to team members. Handle performance reviews, recruitment, and training for the team. Technical Support: Serve as the escalation point for complex technical issues that cannot be resolved by lower-tier support teams. Collaborate with other departments, such as R&D, engineering, and product management, to resolve technical issues. Ensure knowledge base is up to date with solutions, FAQs, and technical documentation. Service Delivery & Improvement: Oversee service center operations, including resource allocation, incident management, and ticketing systems. Analyze support metrics to identify trends and areas for improvement in processes and performance. Drive continuous improvement initiatives for service quality and efficiency. Ensure the team is equipped with the tools, processes, and knowledge necessary to deliver effective support. Customer Relationship Management: Maintain effective communication with customers, ensuring issues are addressed promptly and satisfactorily. Regularly review customer feedback and initiate actions to improve service levels. Represent the GTSC in meetings with key clients and stakeholders. Compliance and Reporting: Ensure compliance with organizational policies, including security protocols and data protection regulations. Prepare and present reports on performance metrics, incident resolution rates, and customer satisfaction levels. Cross-Functional Collaboration: Work closely with global teams to align strategies, tools, and best practices for service delivery. Collaborate with IT and other support functions to improve technical infrastructure. Where you'll own it You will own it remotely in the US anywhere. While we are a large team of Worldpayers based in North America, we have collaborative spaces and regular opportunities to celebrate with each other in person. What you bring Bachelor's degree in a technical discipline, or a related field (or equivalent leadership experience). At least 2 years in a supervisory or leadership position Demonstrated ability to learn new environments quickly and adapt to ever-changing conditions Strong leadership skills Ability to handle high-pressure situations and make decisions quickly. Exceptional customer service and communication skills. Technical Proficiency: Ability to understand complex issues and guide the team in resolving them. Leadership & Mentorship: A natural leader who can inspire and manage a team to deliver their best performance. Customer Focus: Strong dedication to customer satisfaction and continuous service improvement. Analytical Thinking: Proficiency in analyzing data to track performance and drive improvements. Cross-Cultural Communication: Comfort working in a global environment and managing communication across different time zones and cultures. Worldpay 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. A competitive salary and benefits. Time to support charities and give back to your community. Parental leave policy. Global recognition platform. Virgin Pulse access. Global employee assistance program. What makes a Worldpayer At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team. Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we're always looking to create a bigger impact for our colleagues and customers. Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up. Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives. Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career. We can't wait to hear from you. To find out more about working with us, find us on LinkedIn. #LI-AD1 Worldpay is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $65,440.00 - $106,660.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process. Privacy Statement Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice. EEOC Statement Worldpay 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 supplement document available here. For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. Sourcing Model Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.